Webinar Replay

Will Robots Take Your Job After All?

Perfect Your Cost / CX Tradeoff in the Contact Center

Who’s better at delivering an excellent customer experience – you or a robot? Automation has obvious appeal in the CX space, and especially in customer service; efficiency and savings top the list. But it can take a toll on the customer experience, and that can have hidden costs that might change your calculus. Join us as we reveal early findings from our original research on how to balance humans and machines, taking both customer experience and cost into account.

Join our webinar to learn:

  • How we think about a framework to measure the cost-CX balance
  • Issues related to digital vs. personal experience delivery
  • Links between CX (customer experience), EX (employee experience), automation, and costs