An emerging wave of Digital 2.0 technologies will extend the capabilities of contact centers by enabling digital efficiencies, self-service capabilities and zero-UI.
In the digital era, customers expect contextual, intuitive and experiential engagement with businesses across touchpoints. As expectations rise, contact centers have evolved from voice telephony to proactive, agent-less, self-enabling hubs that deliver personalized, omni-channel customer experiences.
By 2020, Digital 2.0 technologies such as machine learning (ML), artificial intelligence (AI), biometrics and robotic process automation (RPA) will extend the capabilities of contact centers by enabling convergence of systems for digital efficiencies, self-service capabilities and zero-UI.
These megatrends are impacting customer experience (CX) as follows:
Megatrend 1: System convergence for digital efficiencies
Although business leaders realize the need for digital CX, there is only minimal integration among various functions within the organization. Thus breaking the silos is a critical task for leaders in providing superior CX.
Source – CIO