Reimagining customer experiences doesn’t mean leveraging tech to do old things in new ways.
Instead, it’s about considering each journey and orchestrating experiences that deliver on key customer, employee, and business outcomes.
That’s just one of several hot takes Julie Ask, Analyst, Consultant, and Tech Futurist at J.A. Advisory, shares in an interview with CX Today’s Charlie Mitchell.
In doing so, Ask covers several other key topics, including:
Composing Experiences in Which Humans Can Deliver Value
Ask took aim at B2B marketers speculating over the downfall of contact center agents, and articulates where these agents can add value in the service operations of tomorrow.
Working with Other Departments to Enhance Experiences
The contact center is working closely with other functions than ever before. Ask highlighted how they may close that gap further to deliver more connected experiences.
What Is NiCE Doing in the Name of Customer Experience?
As the interview took place at NiCE Interactions 2025, Ask shared her thoughts on how the company innovates around customer experience.
To learn more about NiCE and its CX portfolio, visit: www.nice.com
