As service leaders head into 2025, many have a similar question on their mind: What will the new year hold for customer expectations? The research shows that challenges around customer experience (CX) continue to grow for service leaders. According to the 2024 Service Leader’s Agenda, 41% of respondents said that changing customer expectations would have the most significant impact on their organization, a staggering 12% increase from the previous year. Additionally, troubling reports from Forrester found that CX quality hit an all-time low in 2024. As customers increasingly demand hyper-personalized, seamlessly integrated, omnichannel experiences, how can service leaders anticipate those needs, shape the experience and deliver exceptional outcomes at every touchpoint?
Join the inService™ Podcast Live as Chris Dexter, Cisco’s Vice President of Customer Experience, stops by the studio. He’ll discuss Cisco’s bold, omnichannel approach, including autonomous remediation and virtual engineer bots, that is propelling CX to Best-in-Class standards and delivering exceptional outcomes regardless of channel engagement. We’ll also explore how CX trends and best practices might be evolving in 2025 and analyze ways in which data, people, process and technology can be operationalized to rise to the occasion.
With over 25 years of industry experience, Chris Dexter is responsible for ensuring exceptional results and the ongoing evolution of Cisco’s industry-leading Technical Support. Chris has a long record of building and leading successful global teams, delivering operational excellence and strategic business transformation. As an influential innovator, he is responsible for developing disruptive new concepts relating to customer value, productivity, efficiency, and service delivery quality. He is also a featured industry speaker and panelist, discussing the role of analytics, automation, and cognitive systems in service delivery.