How economic You might find yourself with a case of whiplash as the pendulum swings from easy uncertainty money to tight money. The way you have been operating is no longer what your is impacting leadership wants. Or worse, you aren’t sure your organization is as willing to invest customer in your function as it used to be. experience Examples of how responsibilities are shifting Contact Center: Increased pressure to drive agent productivity and efficiency without sacrificing service quality. Increased pressure to drive interactions to lower cost & automated digital channels without increasing channel switch effort. Location-based CX: Increased pressure to drive personalization and exceptional on-brand experiences. Pressure to increase sales and prices to combat inflation and supply chain concerns. Pressure to reduce headcount and drive self-service to improve margins. Website & App: Increased pressure to support a greater portion of customer problems to reduce the burden on live customer support. Greater demand for personalized experiences but decreased ability to purchase customer data.