With most companies having invested heavily in customer interaction software and infrastructure over the last decade, there is little appetite or budget for starting over. Fortunately, it is possible to achieve your customer experience goals with your existing technology.
Geoff Land looks at challenges faced by the contact centre/customer service industry over the last 12 months and predictions for 2018.
Today’s global leaders like Uber, Airbnb and Amazon have set a new standard by giving their users seamless buying experiences on their favourite digital devices. Consumers now expect similar kinds of experiences from all the brands with which they interact. How do normal companies keep up?