Marc Bernstein, CEO, Balto, and Kane Simms, CEO, VUX World, knock their heads together again in another episode of shoot the shiz, discussing the latest trends in CX and beyond, including: 

• Friendly competition - zoom and Genesys
• Irish Bank - 2 hour wait times
• Nearly 20% of brands have seen a dip in customer experience quality.
• A great post from Andrew Moorehouse on the Death of Live Chat. Analysis from studying 10,000 live chat transcriptions. It’s bad. “Not bad meaning bad, but bad meaning good” (Shout out to Run DMC).

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