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.