Author: EJ Bowen
EJ Bowen
CEO, OmniLegion Technologies. Omni Legion Technologies provides professional and consulting services to organizations looking to improve their user experience through cross-channel content strategy. We partner with the best in the market to deliver dynamic interactions for customers and are experts in deploying Amazon Connect with a focus on creating intelligent interactions across all channels.
Discussion with Jarvous Freeman, leading US authority on CX and contact center optimization, on how to leverage the contact center to create lifelong customers. Freeman has spent his entire career in this space and has seen it all. Name the largest enterprise contact centers, and he’s probably run them. Contact center optimization is his passion. What does it take to create a lifelong customer? Creating lifelong customers requires knowing who they are, what they need and empathizing with their experience in the process. The best way to do this is by studying and mapping out the customer’s journey. Journey maps…