Organizations work hard to win customers, but in today’s competitive, on-demand, digital world, these businesses must work even harder to keep them – prioritizing frictionless, digital customer interactions, combined with data-driven personalization.
The goal is to use digital transformation to increase consumer engagement, customer satisfaction, and ultimately the revenue that contact centers can provide.
Featuring firsthand insights from Adidas’ President of Golf, TaskUs’ VP of Consulting, Sinch’s VP of Business Development/New Technologies, and cutting edge CCW Digital research, this report will cover:
• The primary shift in consumer (and workforce) behavior
• Customer experience trends in digital communication and messaging
• The future of AI and automation
• How to deliver personalization through data-driven insights
• How the contact center can serve as a resource hub for marketing and sales
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