We are at a moment of unique opportunity for customer experience leaders. Nearly every business is striving for customer centricity to better differentiate and retain valued customers. And today, new advances in digital transformation allow you to declare powerful win-wins in both customer engagement and operational efficiency.
For the longest time, your customer service likely consisted mainly of call centers – but no more. The world is digital, and your customers are expecting service at their fingertips. From online chat and social messaging, to text notifications and even intelligent virtual assistants, the customer service world is evolving.
And by 2022, experts such as Gartner predict that the majority (70 percent) of all customer interactions will involve technology, like messaging applications, social platforms, and chatbots.