As enterprises strive to offer better customer experiences, they must incorporate organizational and operational change into contact center architectural design. Forrester Research has identified that high-performance companies achieve their position by becoming customer-obsessed instead of customer-led through digital transformation. Proactive customer experience strategies, such as the Forrester Research Customer-Obsessed Operating Model, provide a blueprint for digital transformation that dramatically improves the customer journey. Join this upcoming webinar, featuring Art Schoeller, Vice President and Principal Analyst at Forrester, to learn how to create an agile customer engagement center.
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