Why CX Complexity Is Exploding (and What to Do About It)
Contact centers are more complex than ever—AI, cloud platforms, and remote work have created a perfect storm for customer experience leaders. In this episode, Luke Jamieson, CX evangelist and host of 2020Ish, joins us to unpack the collision of technology and experience.
Luke shares how CX observability can reveal the upstream technical issues that silently erode trust, introduces the “10 by 10 rule” for agent burnout, and makes the case for a universal CX risk score to help IT and CX leaders speak the same language.
He also reflects on his 25-year journey from the phones to the frontlines of…
The skinny
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