Omnichannel PX: How Do you Integrate Offline and Online Experiences?

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Ian Lindsey, manager, service delivery at CereCore, talks about customer experience on the Touch Point podcast with Chris Boyer. Ian explains CereCore’s unique approach to training service desk analysts and performing issue analysis to detect trends that could help clients with possible process improvement. He shares customer-first strategies from recruiting individuals with backgrounds in hospitality industries to balancing self-service and automation tools.  

The conversation explored various technological advancements in service desk and explored ideas that preserve focus on helping users—whether provider, clinician, or patient—navigate care without technology being a barrier. 

Listen to the podcast episode. 

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