Key takeaways for CX leaders:

  • Smooth peaks and valleys with tech:

    Asynchronous messaging and chatbots are good places to start.

  • Digitalization requires design thinking:

    Mapping, UX design, and change management can boost success.

  • Six Sigma and pilots are key:

    Measuring, analyzing, and iterating keep CSAT levels high.

  • Digital CX help matters:

    Objective, customer-focused partnerships can solve years-long issues.

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