With all of the emphasis lately on developing digital experiences, it’s often overlooked that the customer experience transcends online and offline touchpoints. In this episode, hosts Chris Boyer and Reed Smith discuss the concept of a hybrid CX approach, integrating offline and online experiences, and the role AI has in supporting the new customer journey. Ian Lindsey from Cerecore joins to discuss the important role the call center agent has in improving the overall PX.

Mentions from the Show:

Younger Generations are Feeling FatigueHybrid CX: Integrating Offline and Online Experiences SeamlesslyBowstring.tv

Customer Experience in the Age of AI

CereCore brings a healthcare operator heritage to IT services, serving healthcare organizations across the nation and abroad. Learn more at cerecore.net

ebook Diagnosing Your Health System’s IT Support Desk - explaining how to use service level metrics to uncover hidden costs, increase user satisfaction and efficiency

Cerecore support assessment (at no cost and no commitment) to discover where to begin gaining greater efficiency in IT support

Ian Lindsey on LinkedIn

Reed Smith on LinkedIn

Chris Boyer on LinkedIn

Chris Boyer website

Chris Boyer on BlueSky

Reed Smith on BlueSky

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