Contact Centers and Customer Experience with Concentrix and Phil Fersht (CxOTalk #347)

Customer success, service, and support are crucial components of customer experience strategy. On this episode, Michael Krigsman explores the future of customer success and contact centers with two of the world's most qualified experts on professional services call center outsourcing.

The guests on this episode are Chris Caldwell, President of Concentrix Corporation, a multi-billion leader in the contact center industry and Phil Fersht, a world-renowned industry analyst and the founder of HFS Research.

In the episode, you will learn:

What's happening with modern contact centers?
What does transformation mean for contact centers?
Is customer experience essential to contact centers?
Are contact center customers still stuck in old ways?
What should companies do to gain a more holistic view of the customer?
How do modern contact centers drive business model changes?
What do all of these changes imply for the contact center business model?
What are the challenges around customer data?
How do you keep a vocal minority of customers from having too much impact on your decisions around customer experience and your product roadmap?