Podcast ¦ CX Diaries: Steering Through the Customer Experience Universe Strategic Insights

Access the full podcast series here

This podcast episode features the President of Global Business Processing Outsourcing at CGS. She discusses her journey in the contact center industry and the challenges that businesses face in customer service experience. Jeast also talks about the changing dynamics of the industry, the impact of generative AI, data security concerns, and the importance of providing omni-channel support.
Key Points

CGS is a global contact center business that provides customer service in over 28 languages.
The industry is facing economic pressures, regulatory changes, and evolving business models.
Companies are starting to outsource customer care and explore automation with generative AI.
Data security and privacy concerns are critical, and CGS prioritizes strict protocols to comply with regulations like GDPR and CCPA.
An omni-channel support approach is crucial to meet the expectations of customers and provide seamless customer experiences.

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