Has ‘’Digital’’ Changed the Customer Journey Forever?

COVID-19 has only increased usage of digital channels across sectors and roles. Consumers today expect content and service updates delivered to them anytime, anywhere, and on the device of their choosing. The truth is, today’s customer journey often begins long before a consumer interacts with a live employee.

This whitepaper presented by NICE takes you through a few best practices and the ‘’right way’’ to forecast and schedule in a digital-first world.

Download the white paper


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