Enterprise marketers today are tasked with continuously delivering engaging, personalized digital experiences in multiple channels. To attract, convert, and retain customers, marketers must present relevant content, in an optimized format, no matter how customers want to access information or make purchases. They must ensure that these digital experiences are consistent at each moment in the
Millennials comprise the majority of the workforce, with GenZers right on their heels—both digitally native, both prefer digital communications for work as well as their personal lives. This generational shift calls for businesses to accelerate their digital transformation plans and navigate customers away from calling and towards digital channels. But it’s not enough to simply
Delivering a great customer experience takes a village. In the age of hybrid and remote work, businesses must bring their applications together to bring their people together. By tightly integrating the contact center and business communications, organizations can break down barriers between employees and foster a customer-centric culture. When departments, teams, and employees can easily
The Scottish Government centralise and secure their network to offer a better experience for their agencies and for their customers.
The 2022 Digital Trends – Financial Services in Focus report explores a wide range of trends impacting companies’ ability to successfully navigate the highly dynamic global environment, including changing customer expectations, escalating complexity and competition, training and development and the realities of hybrid work environments.
View this webinar to understand how utilities can use artificial intelligence (AI) to drive personalisation and hear from Severn Trent and CX thought leaders on key trends shaping customer experience in the utilities sector. How utility firms are delivering personalised service across different channels – and what could be holding this back. As well as
In 2022, Customer Experience is a clear differentiator for utilities providers. Like all organisations, during lockdown Severn Trent had to find ways to maintain service in the face of reduced staffing levels in the contact centre. Read their story to understand how they transformed their contact centre, delivered significant savings, exceeded customer service targets and
Over the next eight chapters, you’ll look at some of the key things you need to consider when building a digital- and customer-first contact centre – from emerging technologies and approaches to new attitudes and cultures.
How has the way in which citizens contact public sector organisations changed, and how does the public sector responds to citizens? Has there been a shift in the public sector’s attitude and approach to ‘customer service’, alongside a shift in methods of communication? Do citizens feel that the public sector understands their needs, intentions and
In this supplement to the ‘Experience as a Service’ survey 2021 report, they examine the survey responses specifically from workers in Healthcare, and examine the key issues the findings highlight for those working in Healthcare. Download the whitepaper for more information.