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EMEA Blog

Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact center associates need to be faster and better prepared to handle increasing demands while delivering superior service.

The UK and the US have always inspired each other ‘across the pond’. One of the biggest imports over the years has been Black Friday. Kicking off in stores 29th November this year, with many sales the week before and after, Black Friday deals have transformed holiday season retail in the UK.

What does the future hold for customer service in 2020? According to a recent study, a majority of customer service experts in Europe predict that by next year, experience will overtake price and product as a key differentiator. But how do organisations get there?

For 2020, the implementation of contact centre automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the competition.

Organisations have realised the amazing benefits of providing customer-centric cultures that create moments of ‘wow’ for every step of the customer journey. But along the way, have we forgotten about the employee experience?

Speed makes the world go around. Next-day shipping and automated shopping suggestions have hastened the shopping process, but when it comes to customer support, reaching out to traditional contact centres seems like sluggish trip back in time. That’s why organisations are investing in digital transformation initiatives that improve the customer experience across all channels. Enter channel orchestration.