In an omnichannel world, where consumers have infinite options available to them, customer experience (CX) is the leading way for retailers to achieve success.

Jeremy Watkins of FCR highlights five such areas where he see significant gains for your contact center by upgrading in 2019 if you haven’t already. Know about them and get your business ahead of your competitors in CX industry right at the onset of the new year.

This audio interview, taken by CX guru Dennis Snow, is of renowned Customer Service & Experience expert Shep Hyken

Prospects and customers need to be addressed through multiple touchpoints, using the appropriate content and delivered through the right channels at the right time. So let’s take a look at some of the approaches — both current practices and those on the horizon — within the marketer’s arsenal.