The Connected Digital Experience
By 2020, customer experience will overtake price and product as the key brand differentiator. There are plenty of examples of how digitalisation has enabled major market disruption to take place. Amazon in both retail and now cloud services, Uber in taxi hire, Airbnb in travel and Spotify in music to name but a few.
As customer service becomes the key differentiator in every sector, to be successful, every company needs to be a disrupter. Never satisfied with what they are doing today and continuously innovating new and better ways to service customers. This guide looks at how, using the latest contact centre technology, you can digitally connect with your customers.