This year’s Customer Service Week theme, “Mission: Possible,” encapsulates the collective commitment of Australian organisations to meet and exceed these expectations. As Chris Brown, Operations Director at Probe CX, aptly notes, “that’s exactly what we do every day. We make the impossible possible for our clients, and their customers.”
Delivering on the convenience expectation is a layered, multi-dimensional CX approach. “There’s not one big bucket for CX”, concluded Chris. “We need to be able to triage the right solution path for customers, at pace”. The future of customer experience lies in a cohesive model where digital solutions and AI are integrated to empower human teams. By automating routine tasks, organisations free their people to focus on empathy, problem-solving and relationship-building - the very qualities that make exceptional customer experiences ‘Mission:Possible’ with the right CX partner.
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