Customer Experience, Contact Center and Servicing Priorities and Investment Plans

By Donna Fluss
February 2022

Introduction

In this year’s report on Customer Experience, Contact Center and Servicing Priorities and Investment Plans, DMG identifies the direction organizations are taking and enhancements they are planning to make to improve the customer experience (CX) while increasing productivity and employee engagement. The Report also shows how these investments differ from prior years as contact centers and service organizations strive to prepare for the future.

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