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Chris Marr


January 9, 2024

McGee-Smith Analytics – Episode 1 of 3 – Wait, I need a Contact Center?



Customer experience (CX) is a hot topic, and for good reason. In today's competitive landscape, businesses that provide a superior CX are more likely to win customers and keep them coming back. But what does it take to transform your customer experience?

In this episode of McGee-Smith Analytics, Sheila McGee-Smith discusses three starting points for transforming your customer experience. She shares research from NTT's 2021 Global Customer Experience Benchmarking Report, which found that the pandemic has highlighted both weaknesses and opportunities in CX.

One of the key findings of the report is that consumers are now expecting more from businesses. They want improved digital functionality, quicker responses, and more personalized interactions.

So, how can you meet these expectations? McGee-Smith suggests a number of strategies, including:

  • Investing in automation and self-service solutions
  • Providing omnichannel support
  • Using data and analytics to personalize the customer experience
  • Proactively reaching out to customers to address their needs

She also highlights the story of PhoneGuru 101, a company that was forced to move from a face-to-face business to a remote business during the pandemic. PhoneGuru 101 used Amazon Connect to create a cloud-based contact center that allowed them to provide better day-one support to their customers.

The episode concludes with a look at some of the upcoming trends in CX, such as the use of artificial intelligence and machine learning.

If you're looking to transform your customer experience, this episode is a great place to start. McGee-Smith provides valuable insights and practical tips that you can put into action right away.

Here are some additional points that you may want to consider including in your blog:

  • The importance of measuring your customer experience
  • How to create a customer-centric culture
  • The role of employees in delivering a great CX