1、DISCLAIMER:The information in this piece does not constitute as legal advice and so should not be regarded as such.EBOOKDRIVING CUSTOMER CENTRICITY IN THE CONTACT CENTERINSIDEHow employee engagement leads to greater customer satisfactionMeeting customers preferences with a multi-channel approachUsin

2、g customer data and generative AI to deliver a more personalized serviceBrought to you by:Driving customer centricity in the contact center 2Introduction:The importance of a customer-centric contact center in the digital ageCustomer centricity is the business approach that places the needs and prefe

3、rences of customers above everything else.This framework seeks to differentiate companies in competitive markets by driving customer loyalty and business growth,putting them at the forefront of decisions,actioning their requests and demonstrating that their feedback influences how the business opera

4、tes.This approach is especially important in the contact center,often the first point of a contact for a customer where their inquiries,requests and complaints are handled.Being customer-centric is undoubtedly beneficial for building loyalty and retaining customers,but it presents challenges that ar

5、ise with changing consumer demands and the contact center has not been immune to these.In this e-book,CX Network in collaboration with Zendesk explores the key factors that create a customer-centric culture in todays digital-first economy,and features insights from speakers at Customer Contact Week

6、Digital ANZ 2023 including Zoom,Thunes and the Government of New South Wales.ContentsImproving the employee experience leads to better customer experiences page 3Applying a multi-channel approach to customer centricity page 4The technology and tools that help brands put the customer first page 6Conc