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.
Welcome to the 2022 Digital Trends report! This annual Adobe survey, produced in collaboration with Econsultancy, captures insights from nearly 10,000 marketers, consultants and practitioners to map the evolution of marketing, advertising, content, commerce, and customer experience trends around the world. It identifies key opportunities for companies to refine their digital strategies and drive sustained
Investments in digital commerce continue to grow as companies adapt to new business models and sales processes prompted by the COVID-19 pandemic. This research evaluates the viability of 17 digital commerce platform vendors to help application leaders make informed decisions.
Digital customer engagement is evolving quickly. This year, customers will spend 25% more with companies that get digital transformation right. Web chat, social messaging apps and chatbots hold tremendous potential for customer engagement and support. But customer experience leaders often feel they’ve yet to realise the full potential of these digital channels. This ebook lays
Make crossplay work your way. Releasing on multiple platforms with crossplay is vital to creating better player experiences. But the challenges of building in this functionality, whether for a title in development or even a live game, are formidable. Download our free ebook ‘Power in Numbers’ for rich insights into the many opportunities of crossplay.