Digital transformation, automation, and self-service using smart speakers and search engines are all changing the customer journey and the role of agents working in customer service. A customer will often search their phone for help before ever calling a customer care number. How do brands manage this more sophisticated customer journey? Ivan Kotzev is a research analyst at Nelson Hall, based in London. He's been analyzing many of these issues for years, and I caught up with Ivan to hear some of his ideas on transformation and the digital CX journey.

Host: Mark Hillary – CX Analyst & Author.Invitee:Ivan Kotzev, Research Analyst, Nelson Hall.Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

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