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 Fatigue Hybrid CX: Integrating Offline and Online Experiences Seamlessly Bowstring.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

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TP442: ICYMI – Omnichannel PX: How Do you Integrate Offline and Online Experiences?