How will customer contact strategy change in 2019? Will we offer an enthusiastic “hello” to any particular technologies or best practices? Will we say “goodbye” to any hollow, overhyped fads?
Will AI continue to dominate the conversation? Will we prioritize “easy” or “highly personal” customer experiences? Will the “call center” accept a new role within the business?
To answer these questions, we consulted some of the world's leading customer contact experts. Encompassing executives from iconic brands, award-winning practitioners, best-selling authors and inquisitive analysts, our panel of thought leaders provided predictions, hopes and recommendations for 2019.
Their answers appear in CCW Digital’s new report on Customer Contact Predictions for 2019.
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