Estimated reading time: 0 minutes The human experience: Optimizing the human channel in the customer journey
From chatbots to voice assistants, the digital revolution is changing the way we communicate with customers. To invest in the newest digital channels, many marketers are shifting budget away from their front-line employees, such as customer service representatives. But doing so compromises one of the most important channels in the customer journey—the human experience.
Getting the human experience right is critical for driving customer attachment and fostering an emotional bond between customers and their favorite brands.
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