Mike is quoted in this article; full article here.
CMSWire spoke with Mike Betzer, SVP/GM of Khoros Care, about the omnichannel approach to customer experience. Betzer said that data is everything when it comes to CX, and that it provides brands with the ability to really understand the customer. He said that until recently, CX software was lacking because it did not support the customer across all of a brand’s channels, and provided an inconsistent experience. Now, however, through the use of the proper tools, an omnichannel experience is possible. “With the right technology, data management, AI, and analytics, it is now possible to have the relationship with the customer grow as you engage over time and they move throughout different channels.”
