I recently had the pleasure of speaking with Matt Benjamin, former partner customer engagement and automation and transformation lead at Mercer. He has over 20 years of experience constantly evolving Omni channel digital experiences, contact center operations, and enablement and has led teams as large as 1000. As transformation and automation strategy leader he led the global strategy focused on artificial intelligence and digital customer engagement.
7 Key takeaways from the conversation:
Senior Leadership alignment is an absolute must if you're really going to move the needle forward within the organization.
Crafting a CX vision can be easier said than done.
In the health and retirement space, one thing that matters above all else is to make sure that your CX is making a difference in people's lives and making that experience as easy as possible.
A challenge with CX-related investments is the impacts to other parts of the organization by actually realizing the benefits of the gain
Make c…
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