With everything from automation, machine learning and digital services coming to market, the role of the contact centre is facing significant change.
According to our panel, they hold the belief that meeting customer demands boils down to a consistent and positive customer experience, regardless of any communication channel that is in use. Properly leveraging your CX programs and customer feedback is the first step to doing this.
The question, however, is whether businesses today are actively employing strategic CX when reassessing their contact centre operations.
Understanding customer behaviour and trends in order to prepare for the customer of the future
Reviewing your future CX roadmap to evaluate the changing purposes of different customer touch points
Bold predictions: Looking at the future contact centre and key disruptors within the industry today
Utilising machine learning and AI to predict customer trends and changing behaviours
Check out the incredible speaker line-up to see who will be joining Ciaran.
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