In 2017, Trendwatching.com stated how accommodating the decreasing attention spans of customers can play a big role in keeping the customer experience satisfying. As predicted, this is where the digital age continues to come in, where automation and everything data-powered are two important factors to consider in strengthening your CX strategies. Digitalization will continue its peak in making our lives easier in 2019. Virtual assistants such as Alexa and Google Assistant are forecasted to undergo further developments in terms of voice recognition, natural language processing, and cloud-based intelligence. Chatbots could have the ability to perform even faster operations, as the Internet of Things would continue to allow more customers connect better with products.
For Forbes, CX in 2019 will be a year where back office and back-end processes can “make or break an organization’s relationship with their customers,” as per a statement from IDC. This trend can clearly affect most industries, particularly the online retail industry where supply chain and order management and fulfillment are key elements in enriching the customer journey. Another ongoing trend would be an explosion in the number of interactions as 2019 progresses. This is the result of the growing number of consumers in various middle-class markets from a global standpoint. In addition, personalization can be the ultimate brand differentiator.
In terms of security, the need for it remains strong. Protecting data has become top priority in recent years, and would continue to increase in the coming years. Machine-learning can be used to flag security threats and malware, as companies would develop more security protocols to ensure that their customers’ and clients’ data are managed in a secure manner.
Stay tuned for more customer experience trends as we watch this year unfold!
Publish Date: May 21, 2019 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900
|3.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
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