As organizations around the globe accelerate their digital transformation, customer experience (CX) is a critical focus for today’s enterprises. Every interaction a customer has with an organization shapes their brand perception and loyalty, ultimately impacting whether they will come back for repeat purchases or turn to a competitor. Serving as the frontline for every customer interaction is the contact center, actively shaping the customer journey and affecting everything from customer satisfaction scores to retention rates. By examining how the contact center influences the customer journey, we can gather valuable insights into the customer experience, helping to implement best practices to drive better service. In this blog, we’ll cover why the customer experience is so important and how to leverage the four pillars of CX success in your favor.