S3 Ep. 13 The importance of UX in CX

Delivering an optimal customer experience (CX) isn’t just about creating engaging, relevant interactions for external customers. It’s also about delivering a positive, appealing internal user experience for CX employees.

Organizations need to provide technology solutions and tools that frontline agents and software engineers can use to create and deliver the ideal experience for each customer. These solutions should also give internal CX users a user experience (UX) that enables them to succeed with relative ease.

In this episode of Tech Talks in 20, Christine Curtis, VP of User Experience and Design at Genesys, examines how design thinking improves UX and why no organizations should leave experience designers as an untapped voice of the customer.