In an effort to understand what today’s business decision-makers are thinking about regarding customer service, contact center technologies, employee retention, and the changing contact center environment, Five9 partnered with Zogby Analytics to survey business decision-makers about the state of customer service and support. These business decision-makers—CXOs, business owners, and organization leaders with decision-making responsibilities—from companies with 250 or more employees, representing seven countries, were asked a range of questions focusing on how customer service roles and interactions are changing; how AI is part of omnichannel customer experiences; what factors are impacting the agent experience and contact center effectiveness.
