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CX Data

Why Senior Business Leaders Should Care About CX Data

Much has been written about how omnichannel engagement platforms that include live chat and AI-powered chatbots can improve both the customer experience (CX) and the employee experience of customer service agents. While companies across all industries have begun adopting these solutions, the benefits of tracking and optimizing the customer journey have largely been contained to the marketing and customer service departments. Although these departments get the most face-time with customers, this same data is vital for making…