Live with CXPA: improving support through contextualized content
A Q&A between the Customer Experience Professionals Association (CXPA) and RWS
The CXPA speaks to Greg Guttmann and Philippe Conil from RWS about how to get the right information to the right people at the right time. Whether it's customers searching for themselves, or agents who need answers to serve and support your customers, the last thing you want is to leave them frustrated by a poor experience.
Greg and Philippe give a range of real-life examples that illustrate the complexity of getting search right, how smart technology – specifically, an AI-powered content management system – can help, and the results that you can achieve. Learn how businesses with similar challenges to yours are:
- Controlling information consistency while still reflecting local differences in what's available or relevant to customers
- Returning better search results through their own sites and systems – and through search engines such as Google – without duplicating effort
- Delivering information personalized to the context of each customer
- Transforming the speed and efficiency of updating information to keep it always accurate