Author: Tom Lewis

Tom Lewis is Global Leader, CX Transformation, at TTEC Digital, a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms – plus in-house expertise in CX strategy, data and analytics, AI and more, TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.

Why focusing on customer effort is the key to maximising AI and automation in CX

By Tom Lewis Posted in Customer Experience

Posted on July 16, 2024August 27, 2024

In 2013, customer experience innovator Matthew Dixon authored a book that forever changed the way contact center leaders look at customer service. In his book, The Effortless Experience, Dixon argued …