For a special Office Hours episode, Jim welcomes Tim McDougal and Leah Yousif to the CMO Podcast. Tim is a Managing Director of Strategy & Operations at Deloitte Consulting and Leah is a Senior Manager at Deloitte Consulting. They are both experts in the area of omnichannel customer engagement and contact center operations.Tim and Leah are part of a team at Deloitte that recently released a large global study on the transformation of customer-contact centers. Nearly every business has some process for customer contacts. Few areas in business are facing more disruption, with the move to remote work, the rise of AI, and the rising and different expectations customers have for interactions with companies. Managing great customer experiences is fundamental to building great brands.Join Jim as he chats with Tim and Leah about the most interesting findings from the study and the implications for anyone working to make their customers happier and more loyal.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.