29. Emerging Trends in Customer Experience and the Contact Center w/ Zeus Kerravala

One bad experience. That’s all it takes to lose the loyalty of the modern consumer. And, unfortunately, most of those bad experiences can be directly linked to a lousy customer service encounter. Zeus Kerravala, Founder and Principal Analyst at ZK Research, is an incredible industry analyst and shared with us how the contact center can be at the forefront of great customer experience, while still remaining efficient, innovative, and relevant through use of AI and the cloud. We also talk about: What’s driving the rapid change in contact centers. How companies are innovating through use of the cloud. Use cases and risks for AI. Listen to this and all our other That’s Genius episodes with Apple Podcasts, Spotify, or our website.