In the Experience Economy, every customer touchpoint shapes brand loyalty. Seamless information flow across departments empowers agents to deliver exceptional Total Experience—combining customer and employee satisfaction. Ted Yoshikawa, Head of Contact Center at Zoom, emphasizes evolving both experiences together to build lasting partnerships. With 63% of customers abandoning after just one or two negative interactions, investing in Total Experience through integrated technology like Zoom’s contact center solutions is essential to enhance engagement, reduce churn, and foster long-term loyalty.

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