Sprinklr：2023年联络中心手册：在不确定的时期展现弹性并为未来做好准备（英文版）

As the world economy falters, organizational priorities have shifted. Once obsessed with net new growth, organizations have now pivoted to strengthen their existing customer base. “Customer retention is the name of the game today,” says Dennis Snow, long-time Disney executive turned CX consultant. “If you’re not doing things to retain your current customers, then you’re bailing out a leaking boat.” One of the biggest challenges in achieving customer retention and loyalty is legacy infrastruct