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In this session we discuss the following:
- How mobile technology is influencing customer expectations of interactions with service providers
Asynchronous communication and the advantages of meeting customers where they need and/or want to be met
- The challenges faced by CX in keeping up with technology disruption and how messaging can bring benefits to customers, employees and the business
How speech recognition and asynchronous communication are helping agents and supervisors adapt to working from home during COVID and will continue to support working from home practices as they become part of the new normal
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