In 2023, digitizing the contact center is among top priorities for organizations looking to improve their customer experience. And as the Internet Age and society progress, the methods by which–and reasons for–hierarchizing digital also change every day.

The more people and project management tools that are introduced to the contact center, the more questions and concerns also arise among managers, agents and consumers. Everything from accessibility to personalization and data security fall under the umbrella of “digital,” and it’s up to CX community to identify just how digitizing the contact center can assist in alleviating these pain points while also paving the way for a CX future that values automation, machine learning and intuitive technology as a central tool to customer contact–not an unidentifiable business term.

In this special report, we will be exploring the history of customer contact’s digital transformation, identifying the setbacks that deploying digital presents in the CX space, and highlighting ways that organizations, agents and customers can leverage current technology trends as tools in shaping the digital experience.

Ami Iceman Haueter, Chief Research + Digital Experience Officer for MSU Federal Credit Union, oversees several unique teams including: Research, User Experience, Digital Experience, AI, Member Technical Support, Digital Product Support, and eServices to ensure a seamless digital experience for members.

Take a look at which top CX and Customer Contact executives have confirmed their attendance to the Chief Experience Officer Exchange for BFSI this December 6-8 in Denver!

Take a look at which top CX and Customer Contact executives have confirmed their attendance to the Chief Experience Officer Exchange for BFSI this December 6-8 in Denver!

Digital transformation has been formative in the finance and insurance spaces — industries that relied so heavily on in-person communication and relationship building have quickly evolved to provide highly sophisticated, technology-driven experiences. The pandemic widely accelerated this digital adoption, prompting a new demographic of tech-savvy customers. What sets the Finance and Insurance industries apart from other innovative companies working to deliver tech-driven CX, however, is their inherently human-centered products.

Regardless of their need for streamlined, intuitive technology, finance and insurance customers are still seeking an individual experience that meets their deeper lifestyle and finance goals. Companies across these industries must work to not only improve the everyday user journey but support customers as they engage in life changes, manage personal challenges and deal with emotional concerns.

To meet both of those standards, organizations must ensure their employees are equipped with innovative technology and effective insights to support customers on every level. Once given the tools to succeed, agents can build life-long relationships with customers as they assist them through their unique circumstances. In this report we cover:

•     The distinct CX challenges brands are facing in the finance and insurance space
•     Optimized technology that will support next-generation experiences
•     Innovative solutions that can help companies support customers throughout every new stage of life