Customer experience innovation set to undergo exponential growth

Customer contact center operations are set to undergo a transformation to improve customer experience delivery, finds new research from Frost & Sullivan. Commissioned by Webhelp, the study of over 1,000 senior customer experience management professionals, finds organizations are embracing technology and new ways of working to deliver improved customer service, with 98% planning to transform operations within 24 months.

The study finds almost one in two senior CX professionals expect to see a rise in new customer channels supported by technology such as voice assistants and AR services in the next decade. Much of this change has been accelerated in the last couple of years by the Covid-19 pandemic; 90% expect working from home to be a permanent part of CX delivery models in the future, and 78% expect advisors to have the ability to determine where they want to work.

 

In remote environments operational challenges have remained, and the research reveals engaging and motivating employees is seen as the most pressing, closely followed by keeping up with the latest contact center technology and deploying it at scale.

 

A bespoke approach to quality customer delivery

 

Contact center management expects onshore, nearshore and offshore contact centers to grow in the future – showcasing the need for a tailored approach across different businesses in order to maximize quality delivery. Businesses choosing to improve customer experience may need to adapt the approach, all while ensuring the security of customer data, access to talent, resilience of operation and cost base are considered.

The research indicates that any customer experience management approach must address operational challenges of the future, around managing employee attrition, integrating disparate channels and systems, managing compliance, and engaging and motivating employees (all areas estimated by one in two to be more challenging in the future).

 

The future

 

Respondents that have engaged in transformation projects are seeing benefits, with positive impacts identified on security of data/ customers (77%), customer experience (78%), access to talent (77%), resilience of operations (77%), and cost base (77%).

Zayo Europe bolsters pan-European network expansion and workforce growth, underlining its strategic...
Solgari and Cognizant team up to streamline procurement and deployment of customer engagement...
GCX appoints Luca Simonelli to enhance global partnerships and lead operations in Italy, amid...
SolarWinds report suggests IT leaders underestimate the impact of broken processes and limited...
As AI adoption lags among UK SMEs, potential risks emerge. How can small businesses overcome...
BOXX Insurance is set to join Zurich Insurance Group, continuing its mission in cyber insurance and...
CISPE appeals Broadcom's VMware acquisition approval, citing competition risks and exclusion of...
runZero teams up with Aqaio to enhance its exposure management platform in Germany, aiming to...