Many brands claim to have a deeper understanding of their customers' experience than ever before, but how can they be sure of it? 

CX Leader, Bill Price, and Nathan Bennett discuss the state of customer experience today and how to determine if customers are happy campers or silent sufferers. 

As Amazon's first Global VP of Customer Service, Bill shares his insights on the company’s ‘customer ecstasy’ culture and his real-life experience on using text analytics to enhance customer service long before AI came onto the scene. 

Find out how Bill advocates for agent assist to free up frontline employees, allowing them to focus more on personalized customer interactions and less on routine tasks. Discover how AI can be used to remember and predict customer preferences to better meet their needs.
 
Words of Wisdom: “The state of CX today is disconnected because companies are looking at reports, averages, and high-level trends, often reviewed infrequently, rather than being on the front lines listening to customers.“ - Bill Price 
 
Tune in to gain CX wisdom on how modern-day customer behaviors are changing and learn how to adapt your strategies to stay ahead.