Transforming J&J Contact Centre into Experience Centre with Data Driven Insights

This report documents how Johnson & Johnson transforms their Contact Centre into an Experience Centre with data-driven insights to drive innovation and agility:

Fostering a culture of innovation into the AskGS experience center with the objective to drive more complex work
Using internal data and external benchmarking to further inform future channel strategy
Leveraging data to enhance organisational agility, responsiveness and ability to adapt to changing business environments

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Transforming J&J Contact Centre into Experience Centre with Data Driven Insights

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