8Dec - Jan 2020IN MY OPINIONImproving Customer Experience is a Top Priority According to 74 percent of IT decision makers across major sectors and regions, customer experience management is one of the top three digital transformation investments today, and will continue to be over the next two years. The other top priorities are cyber security and IoT. As customer care departments embark on their digital transformation journey, there are 5 key critical philosophies to incorporate in their strategy:·Embrace change· Augment with technologies·Happy agents = happy customers ·Build solutions based on customer experience·Start small!Embracing Change Many companies deal with the issue of finding the right balance between proactively investing in technologies and reactively buying solutions. The major concern is around spending too much money on technologies that agents or customers are not ready for and will not use. The ability to embrace change is a critical success factor; however, keep in mind that it is important to take stock of your company's channel strengths. Ensure that your strongest channels will not be negatively impacted by new investments or process changes. If you proactively look at your strengths and invest in areas that need to improve, rather than react to the fear of missing out on the latest technologies, you are likely to find the right balance and optimize your contact center operations.Augmenting with TechnologiesThe ability for artificial intelligence to continually learn from new data and re-analyze outcomes is a crucial feature. This is what sets it apart from existing analytics solutions. The fact that AI can recognize patterns, compare and contrast information, and predict future outcomes is beneficial for companies that want to provide tailored customer service. Consumers and businesses have high expectations of the purchases they make--they want a customized experience. By Alpa Shah, Global VP of Digital Transformation, Frost & SullivanMANAGING CUSTOMER CARE IN AN ERA OF DIGITAL TRANSFORMATIONAlpa Shah
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