According to research from customer experience (CX) experts Watermark, CX-leading companies gained an average of 6.1% in returns during the Great Recession from 2007 to 2009. But during times of economic uncertainty, there's an impulse to cut costs (at all costs) and reduce investment in customer experience.
To shore up foundations and boost bottom lines, businesses need to continue investing in the overall customer experience by prioritizing tools that both reduce costs and increase customer and employee satisfaction—or else they risk long-term implications like high voluntary attrition rates and rising customer churn.
In this webinar, John Ragsdale, Distinguished VP of Technology Ecosystems at TSIA, and Joe Jorczak, Head of Industry for Service & Support at Yext, discuss how organizations can leverage advanced knowledge management tools to achieve operational excellence, stand out from the competition, and secure long-term benefits.
This session covers:
Why providing exceptional CX is even more critical in times of economic uncertainty
How to scale your existing resources with effective knowledge management
Best practices for reducing costs while simultaneously improving customer experience
