Digital Care deconstructed: The complementary roles of agents and moderators

87% of adults agree that if a brand made them unhappy, they would take their business elsewhere. In today's world, your ability to provide a consistent, excellent digital Customer Experience (CX) across touchpoints is the new table stakes. This whitepaper takes a look at processes and technology supporting CX and at how and why you should connect your customer care agents with your community managers, moderators, and marketers to drive CX excellence.