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Market Study: Modernizing Service Experiences With AI & Digital

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Brian Cantor
07/02/2020

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The COVID-19 pandemic threw down the gauntlet for customer contact leaders, urging them to modernize their operations and increase agility. It was a reminder that the customer experience of yesterday is already obsolete - and sure to become even less relevant amid future change.

Granted, it also introduced companies to initiatives that can positively impact customer contact, including work-from-home, business continuity planning, automation, and digital engagement.

The key will be transforming these initiatives from “crisis response” contingencies into permanent fixtures. How will we approach remote work once a return to the office becomes permissible? How will we approach digital channels once interaction volume subsides (yet standards for engagement quality rise)?

CCW Digital’s Market Study on Modernizing Service Experiences with AI & Digital answers these questions - and many more.

Topics include:

  • How are companies planning to “modernize” their service experiences?
  • Which COVID-19 initiatives will companies adopt permanently? Which will they abandon once the pandemic subsides?
  • What percentage of companies are successfully using AI and digital engagement? Will those numbers change in the months and years ahead?
  • How can we make our digital experiences more customer-centric?
  • What are the biggest goals for AI investments?

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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