Digital transformation is a top priority for contact centers. An Aberdeen research study on customer experience reveals that companies plan to more than double their adoption of digital tools that enable customers to address their issues through non-human employees.
You've probably heard about how IVAs can transform your customer experience, but what about your finances? Learn from the results of an Aberdeen survey to discover how using an IVA can not only create an exceptional experiences with your customers, but also drive revenue and decrease operational costs.
Understanding your customer- from their preferences and interests to their motivators and influences- can help you create business decisions that will drive results. If you're ready to complete a customer journey map, check out our sample personas that you can use to complete your map or as inspiration to create your own.
Brands are investing heavily in customer experience, but what's the best place to start? Read our guide to customer journey mapping to get a detailed look at how this method can help you determine where your customer experience is not performing, and how to go about making improvements.
Consumers want more control, and more convenience when contacting customer service. A self-service is ideal but only if it actually works. Watch this Webinar with leading market intelligence firm Tractica to learn how AI-driven virtual digital assistants (VDAs) are beginning to address these challenges for CSPs.