2024 August Market Study: Modernizing Service Experiences With AI & Digital

Consumers are not yet content with the state of the digital and AI transformations; phone remains their #1 customer service channel, and more than 80% distrust chatbots.

But they want to be. The majority say they are willing to use chatbots for even complex issues, while lamenting “phone pain points” like long wait times and frequent transfers. The key, then, will be for businesses to deliver digital-first, AI-driven experiences that actually align with customer needs and expectations.

What can your contact center do to reach that standard? What will this mean for the future of your agents and operating strategies? What challenges might stand in the way?

Backed by exclusive research, CCW Digital’s Market Study on Modernizing Service Experiences With AI & Digital has the answers. Topics include:

• The truth about digital transformation: why businesses are doing it, and how customers are responding
• Top signs that chatbots are failing to impress your customers
• Insight into how brands will staff and manage digital channels vs. traditional phone calls
• The future of “personalization” in the age of AI and digital
• Impact of AI-driven engagement on agent experiences
• AI opportunities – beyond chatbots and agent assist – that could transform your contact center