Over the past 10 years we've seen this buzzword called “omnichannel” come into play. This has left organisations with a channel-first strategy that ironically led to less access and fragmented conversations due to poor hand-offs, technology introduced for technology’s sake and misuse of data.
Let’s face it: customers hate using Interactive Voice Response systems (IVRs). They particularly dislike having to enter a seemingly endless series of prompts, wondering if they’ll ever be able to have an issue resolved. It’s hardly surprising that the majority of customers are dissatisfied with their IVR experiences.
On a recent webinar, “Future proofing customer contact: Enable always-on CX for the always-connected customer” CX experts from TTEC and TTEC’s key technology partner in Europe, LivePerson, shared lessons and insights about the trends that are shaping customer experience in today’s new reality and how a global
The nature of work and life has been forever altered by COVID-19, forcing industries of all nature to rapidly adapt. This is especially true for the BPO space, which had to prioritise technology for continuity and to enhance customer and employee experiences that have shifted home.
The days of colossal IT projects are over. Long live nimble, accelerated digital initiatives.
A quick skim among the tech press shows what on the surface looks to be troubling news – spending on “digital transformation” projects globally is down in the wake of the coronavirus.
The Coronavirus pandemic has led to tectonic shifts in how people live and work all around the world. Social distancing and stay-at-home orders have upended traditional societal norms for work, commerce and play. And though the future is uncertain, what is known is that things will not go back to exactly how they were before the crisis started.
The COVID-19 pandemic has blown open the so-called “digital front door” of financial institutions—forcing companies to scramble to accommodate an influx of digital interactions and transactions. Reacting to change is one thing, though, and proactively meeting customer expectations is another.
Forward-thinking business leaders understand that exceptional CX is about continuously seeking better ways to use technology, data, and operations. Well, today, a question for many consumers is, “Why can’t I message this company in addition to calling or sending an email?”
Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but research shows many employees also fear being replaced by technology.