Guided by CCW Digital’s exclusive research, this Market Study provides the answers on how to correctly approach digital and AI technology so that experiences improve, customer trust increases, and business results soar.

Topics include:

• The biggest reasons customers distrust your digital channels
• The truth about digital engagement vs. traditional phone calls this year and beyond Insight into whether agents are ready to support the digital transformation AI risks that could undermine customer and employee experiences if left unaddressed
• Best metrics and objectives for grading your customer-facing chatbots
• Top ways AI will improve agent performance and satisfaction