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Hopper might see that a customer is looking at flights to Hawaii. But if flights to Hawaii are looking pricey, it might recommend Miami instead, to help meet that customer’s need at a better price. The new offline digital platforms will change the core of the customerrelationship. #6
With tools like Slack and Zoom within their workspace, agents can seamlessly collaborate inside and outside the CX organization, whether they’re in the office or working from a beach in Hawaii. Customers expect agents to know the business’s product, service offerings, and policies well. Relationship building. Product knowledge.
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