For all the talk about omnichannel, customer experiences remain disconnected and disappointing. A staggering 80% of companies are still unable to deliver a seamless, end-to-end experience and only 6% feel they are sufficiently personalizing journeys.
For all the talk about augmenting employee performance, agent experiences remain frustrating and unproductive. 74% of contact centers say their contact center systems require excess effort, and 68% feel agents spend too much time on manual, low-value work.
What will it take to overcome these challenges? What will it take to transform our contact centers to meet soaring customer and agent demands?
To answer that question, CCW Digital is pleased to share a three-chapter eBook from Five9 highlighting the Intelligent CX of the Future, the role of Collaborative Intelligence in optimizing the human-AI interplay, and a CX Maturity Model for helping you accelerate your digital transformation – and elevate your customer journeys.