The COVID-19 pandemic catalyzed innovation and technology adoption that has forever changed the customer experience. Self-service, whether from our phone, laptop, tablet or Smart TV has overcome the old needs of in-person contact and has become business as usual for consumers and businesses alike. In fact, reports suggest that more people are embracing technology for placing orders and answering questions, for instance, that ever before.
In this session, ISG’s Dr. Linda Delbridge lays out the latest customer experience trends that impact contact center services – sharing what is working and what is not, and how to get ahead of the curve in this dynamic environment. It isn’t a big surprise to find that personalization matters for the best customer satisfaction, but what exactly does that mean and how do you need to change and adapt to take advantage of these latest insights? How do you find, nurture and balance your human and digital workers to generate top-notch bottom-line results? Find the answers to these and other questions to help you deliver the future of CX!