Welcome To The Future of Customer Experience

The Evolution of Contact Centers to Build the Future of CX

The customer experience landscape is rapidly changing, and businesses must keep up with the pace to exceed customer expectations. With customers becoming more demanding and switching providers when service deteriorates, contact centers have evolved into CX centers from their origins as call centers, becoming central to driving customer experience (CX).

Introducing our latest whitepaper, "Future of Customer Experience: Automation, analytics and agent enablement", in partnership with Avasant. In it, we explore how CX centers have evolved into the next frontier of customer experience and define strategies to ensure a positive and seamless customer experience.

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The 3 A’s of CX

Agent, Automation and Analytics

This whitepaper is designed to help you stay ahead of the competition by providing actionable insights and best practices for the future of customer experience. It explores four key themes related to achieving the vision of a CX center.

Agent enablement to deliver enlightened CX

Explore ways to enable all agents with the right resources and training to control the conversation and efficiently manage complex interactions.

Functional automation for efficiency and enhanced CX

Get insights into ways to embrace functional automation through approaches and examples that drive efficiency and enhance CX.

Intelligent automation to reengineer customer service

Learn how intelligent automation goes beyond functional automation to enable better CX in several ways like process optimization, enhanced quality of interactions and improved customer satisfaction.

Intelligent Analytics for better decision-making

Discover how predictive analytics can augment the art of using analyticsand explore how intelligent analytics ties it all together to drive superior CX.

Authors' Perspectives

“Digital transformation is reshaping contact centers into CX centers, revolutionizing how business engages with customers. This whitepaper examines how agent enablement, automation and advanced analytics can help organizations deliver seamless omnichannel experiences and achieve new levels of operational efficiency.”

Pankaj Parikh

Senior Vice President, Digital Process Operations, HCLTech

“Contact centers have emerged as critical touchpoints for providing exceptional customer experiences even as customer expectations rise. This whitepaper explores how organizations can leverage technology and domain knowledge to drive agent and customer satisfaction and gain a competitive advantage.”

Matthew Barlow

Managing Partner, Avasant

Explore our CX Blueprint

At the heart of our whitepaper is the idea that customer experience (CX) is a key lever for businesses to establish and maintain a competitive advantage. By transitioning to a CX strategy centered on business outcomes and taking a test-and-learn approach, companies can provide personalized interactions and seamless customer service across channels and enhance the efficiency of their CX centers.

So, if you're ready to supercharge your progress by taking your CX to the next level, download our whitepaper today. Fill out the form for instant access to insights and strategies for delivering enhanced CX, improving efficiency and driving superior business outcomes.

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