By Debi Potgieter, CCXP, ACXP®, Lifetime CCCX Human. Agent. Representative. REAL PERSON. Please. When a customer starts typing these words in capital letters, the journey has stopped working. They may...

By Debi Potgieter, CCXP, ACXP®, Lifetime CCCX Customer experience has become more sophisticated. We have better tools, better data, better platforms, better dashboards and better ways to map what cust...