Customers are now seeking an entirely seamless end-to-end experience. When asked about the most important quality of an exceptional experience, customers overwhelmingly stated that easy and convenient interactions were critical. However, these intuitive experiences are becoming harder and harder to facilitate.
In today’s digital environment, interactions are no longer linear. Customers begin their journey in a variety of different outlets and use any combination of channels to locate a solution. With this new set of principles, individuals make moment-to-moment decisions on which channel they will use, opting to utilize what makes sense to them at that time instead of consistently mapping out how they will engage.
Although we continue to discuss the evolution of customer preferences and tirelessly point out the changes in interaction style, many companies are not actually materializing the concept. We still see legacy technology and siloed data at the heart of the contact center — keeping it a rigid and disjointed fixture that is hindering CX success.
Therefore, to meet the needs of the modern customer, and continuously optimize experiences, companies must implement technology that can facilitate more seamless and efficient experiences. Further, they must empower their front-line to deliver these experiences as they navigate the evolving hybrid environment. By leveraging the next generation of cloud customer experience solutions, companies can provide customers with a flexible and effortless end-to-end experience, while supporting employees during periods of change.
This report will uncover:
- Challenges companies are facing as they attempt to meet rising customer expectations
- Features of the evolving work environment and its role in reinventing and updating the contact center for a modern workforce
- Solutions that support customers and agents in the increasingly complex digital era