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The Top 5 Trends in Customer Centers


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Appian joined industry leaders, big thinkers and hundreds of attendees at IQPC-Customer Contact Week (CCW) in New Orleans. The event serves more than 3,000 attendees annually as a major venue for showcasing technology and digital trends that will shape the future of the contact center industry.

Here are the top 5 takeaways from the CCW event.

Learn how to empower your agents with the right customer center software:

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The Top 5 Trends in Customer Centers

  1. 1. The Top 5 Trends in Customer Centers Omnichannel is no longer a feature, it’s a requirement. With advancements in omnichannel engagement, businesses need to identify how to achieve a seamless customer experience across an ever-broadening scope of communication channels. Creating an emotional connection is greater than customer satisfaction. In a recent Harvard Business Review study, it was found that in order to cultivate customer value, having an emotional connection matters more than customer satisfaction. Automation empowers agents... ...but don’t let shiny objects distract from process objectives. Transformation is never-ending. Learn More Now more than ever, enterprise organizations need to embrace an agile approach and cultivate a continuous feedback loop to stay competitive. AI, RPA, machine learning, IoT and other new technologies can empower human agents to deliver exceptional customer service. Decision makers are often seduced by the latest technologies without first understanding their process weaknesses. Customer experience is the product. Traditionally, when faced with growing competition, businesses would look to differentiate themselves through price or product quality. Today, the customer experience is as much a part of the product as the good or service itself. So what’s the ideal product customers are seeking? Rewarding experiences that lead to long-lasting relationships with a business. Design with deep customer empathy and serve the customer, not the project. Geeta Wilson VP of Customer Experience, Humana The pace of change has never been this fast and it will never be this slow again. Johnny Russo Associate Vice President, ECommerce and Digital Marketing, Mark’s The weakest omni-channel brands only retain 33% of their customers vs. 90% for the strongest. Businesses need to understand the gaps first and then seek out the technology capabilities to solve them. However, enterprises should prioritize process above all. Terry Jones Founder, Travelocity/Kayak 1 3 4 5 2