HFS PODCASTS

Unfiltered Stories | CX Transformation: Designing the future you want

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Many enterprises are grappling with changing customer expectations, and need to transform fast to meet them.  So, in this edition of Unfiltered Stories, Melissa O'Brien, Executive Research Leader at HFS Research caught up with two Capgemini thought leaders Juliet Fehr, Head of CX Transformation, Intelligent Customer Operations at Capgemini, and Sara Elmsly, Contact Centre Go to Market Lead, Digital Customer Experience at Capgemini to explore the following:

  • What’s the state of CX transformation today? How are companies viewing CX and what are their measurements? Are they looking in a broader scope today than several years ago?
  • What about the band-aid solutions that had been put in place during the pandemic — how do you remedy these issues for today’s CX needs? And what’s the right balance between digital deflection and providing stellar personalized services?
  • Can you share some examples of companies that have approached CX transformation well, or not well?  What are the lessons learned?
  • What does the future look like— what constitutes “winning” CX in a market that demands differentiation?
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