6CIOReview | | JULY 2024Salvatore Zaccagnino, Customer Insight Manager, illimityTHE ROLE OF CUSTOMER INSIGHT IN THE DESIGN THINKING PROCESS22Lourdes Alvarez, Contact Center Director, BANCO CARIBETHE IMPORTANCE OF CONTACT CENTER SERVICES25Jeremy Markey, Director of CS Operations / Workforce Experience, Hunter DouglasONE WAY CONTACT CENTERS CAUSE DISENGAGEMENT19LAST WORDWes Dudley, Vice President of Customer Experience, Western UnionELEVATING THE CUSTOMER EXPERIENCE THROUGH TECHNOLOGY30CXO INSIGHTSIN MY OPINIONCristina Pinna, IT Director, Banco BradescoHYPER-PERSONALIZATION, A TOP TREND IN FINANCIAL SERVICES TO ADD VALUE TO CUSTOMER EXPERIENCE WITH EXCLUSIVE OFFERS08Arisa Chang, Head of Global Customer Relationship Management department, KKdayHOW AI IS REVOLUTIONIZING CUSTOMER SERVICE?28
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