How the World’s Leading Brands are Finally Winning with Digital and Artificial Intelligence
Curated from: customerthink.com
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Digital capabilities are falling short
Digital capabilities in sales and service channels have increased over the last two decades but still fall short of their potential.
Digital technologies, such as websites, interactive voice response (IVR), mobile applications, chat and voice bots are substituting human interaction. However, none of the capabilities is effectively orchestrated. Marketing may own the app. Customer Service teams work on adopting a chat. Bots are built without a clear strategy. It causes limited and inconsistent customer self-serve capabilities.
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Scaling digital
Three themes drive best-in-class digital CX outcomes in sales and service.
- Meet customers where they are. Customers want to interact with businesses the same way they interact with friends and family, using mobile channels.
- Reevaluate your voice calls. Very few companies have taken steps to make digital engagement the easiest and most effective means of engagement.
- Look holistically at contact centre operations focusing on the following five areas.: talent acquisition, training and development, measurements of success, workforce management, quality management.
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IDEAS CURATED BY
CURATOR'S NOTE
Consumer demand for digital is increasing. Companies that use digital capabilities in a customer-centric manner will soar.
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Lise Everett's ideas are part of this journey:
Learn more about technologyandthefuture with this collection
Mindfulness
Prioritization
Personal growth and development
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