Category: Customer Experience.

By Steven Fricker
Connect Chief Revenue Officer Steven Fricker examines why CX technology decision-making is more complex than ever.

The concept of the contact centre is evolving. With customers engaging with you via multiple channels (sometimes simultaneously), the ability to manage the omnichannel experience has become more important than answering and routing calls.

Business challenges are never uniform, so why choose an off-the-shelf solution that fails to adequately address your unique operational and customer experience (CX) needs? Every aspect of the Connect360 Business Enablement Services empowers organisations to prioritise innovation and deliver exceptional customer experiences that foster brand loyalty and drive business growth, both now and in the future.

Delivering a true omnichannel customer experience is no longer a market differentiator in the highly competitive contact centre and customer service sector because modern consumers already expect a seamless customer experience and the convenience of communicating with agents via their preferred channel as the minimum acceptable standard.

Download the contact centre buyer’s guide to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres.

From chatbots that closely mimic real human beings to conversational experiences where customers can seamlessly transition from one channel to another without a loss of context, immersive CX boils down to one simple idea: people want to be seen and heard, and be treated as the highly valued customers they are, not as a transaction or a ticket.

Times have changed. Digital channels are now mainstream; and many CX organizations have struggled with the growth in transaction volume and complexity. This research finds we’re entering a new phase.

Customers connect with your business via your website, self-service and mobile apps. And with each interaction, your job changes.
Find out more in this whitepaper

Our expert panel share their insights and tips on customer empathy and how delivering it has tangible commercial benefits.

As consumer behaviours shift and personalisation becomes expected, we look at how utility companies can transform the customer experience.