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CX Today's Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent.

We reflect on the common thought among contact center leaders that "I need to invest more in digital to meet customer demand" - and Marscheider's belief that it's a myth.

After stating his case, Marscheider discusses:

• Where does the myth comes from?
• Is it leaving voice experiences in the dark?
• Where should contact centers invest in the service experience?

We finish by teasing Marscheider's upcoming masterclass: Why CX can't hang up on the voice channel.

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