The Frictionless Customer Experience | WOW24-7

The Frictionless Customer Experience

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Episode Summary

Patrick Martin, Coveo’s EVP of Customer Experience, delves into crafting a seamless customer journey. He stresses consistency across touchpoints, directly impacting a company’s bottom line. Martin draws from a PWC study, highlighting the costs of subpar experiences and the need to adapt to evolving customer demands. AI’s integration in service, alongside human agents, is explored, focusing on guided resolutions and future channel efficiencies. The discussion extends to sustaining this excellence even with outsourced support, ensuring a frictionless customer experience end-to-end.

We now expect easy, frictionless experiences. We expect companies to know us as consumers.

Patrick Martin EVP of Customer Experience

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