Rapid advancements in technology are redefining the ways in which customers and organisations interact. In this whitepaper, we explore seven key digital trends in the contact centre that present opportunities to enhance customer experience.
- The importance of providing good quality digital conversations – 94% of consumers are frustrated by disjointed encounters with organisations.
- The power of Instant Messaging as a primary service channel – 70% of UK consumers feel more connected to businesses they can message.
- How Service Simplification is redefining the pursuit of Omnichannel.
- The importance of increasing customer personalisation – 71% of customers expect personalised services, and 78% are inclined to repurchase and recommend organisations that deliver personalised experiences
- How Interaction Analytics, supported by Large Language Models, provide greater customer insights – why establishing a clear strategy for managing customer data, and combining all relevant data into analysis, is essential for deriving genuine insight. Providing game changing levels of assurance and driving future strategy.
- The role Advanced Machine Learning is playing in forecasting and scheduling – why organisations must embrace emerging, innovative machine learning algorithms and predictive analytics to enable modelling and forecasting at a large scale and faster pace to ensure more accurate predictions.
- How Generative AI will power an RPA revolution – utilised simultaneously, these technologies create a powerful force for automation, efficiency, and innovation.
Download the full whitepaper below to find out more about each of these key digital trends in more detail:
