Digital transformation projects will continue to disrupt customer experience
Customer experience expert, Aspect Software, provides predictions of changes to the contact centre and customer service landscape for the year ahead
Digital transformation, or digitisation of business is the journey almost every organisation has been embarking on.
Organisations now understand the benefits that technologies such as AI, IoT and big data analytics can bring to individual departments and organisations as a whole.
Digital transformation projects are continually being rolled out. When done in the right way, these have improved efficiencies, reduced costs and and improved business processes.
According to Aspect Software, these projects will continue to dominate in 2019, disrupting the customer experience landscape.
“There has been a continued increase on focus of the importance of the customer service function in recent years and organisations are aware of the role technology has to play in this. For this reason, we’ll continue to see technology implementations improving the customer experience,” says Stephen Ball, Senior VP Europe & Africa at Aspect.
Large organisations will continue to move to the cloud at unprecedented levels to support digital transformation efforts.
“More and more organisations have moved to cloud-based customer experience platforms and this will continue to increase,” says Ball.
“With these platforms able to move beyond inflexible legacy systems – providing increased agility for busier periods – and bring all the elements of the customer experience together into a solution that can be accessed by anyone and from anywhere, we will see more organisations adopting the technology for the contact centre. When employed in the right way, cloud can be instrumental in transforming the contact centre into a much more comprehensive, agile customer engagement centre.”
Artificial intelligence and machine learning are two leading lights in the revolution of business via technology. The two are intertwined, and combined with data analytics, are driving organisational transformation, while systematically helping improve the customer experience.
“With the right implementation of AI and machine learning technologies into the contact centre, organisations can not only improve their customer service operations, but also increase engagement and productivity among agents,” continues Ball.
“These technologies have been instrumental in the rise of self-service options that enable customer queries to be addressed swiftly.
