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.