Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

News : Customer Experience Transformation Will Attract 23% of $1.68 billion Invested in Digitalization in 2019

#contactcenterworld, @atentocorp

Madrid, Spain, July, 2019 -- Customer experience improvement is at the core of corporate digital investments in 2019, IDC Research Spain reports in its latest analysis "Impact of Digital Technologies in The Customer Journey" jointly drawn up with Atento. According to IDC data, 23% of 1.68 billion dollars to be invested in digitalization processes in the course of the year will focus on customer experience transformation.

Isabel Tovar, IDC Research Spain analyst, considers that "the confluence between technology and the customer journey is an increasingly vital area for brands. For instance, the development and configuration of omnichannel platforms combining conventional and digital channels allows enterprises to offer a more homogeneous and seamless customer experience generating higher value for consumers". Isabel adds that "customer journey management and the impact of new technologies therein is crucial, as it paves the way for a clear competitive advantage for an organization".

Keys for achieving success in customer experience transformation

Technology-driven customer experience optimization is an imperative. According to IDC Research Spain, the impact of digital platforms on the customer experience is one of the factors that could decide the success or failure of organizations, particularly taking into account that a digital platform is not only a matter of technology but a new way of organizing business that will enable the introduction of new operational and commercial models. Additionally, organizations focused on improving customer experience are reinventing their relationship with the consumer thanks to the implementation of omnichannel platforms and the creation of highly relevant connections that increase satisfaction and loyalty.

Other technology related components enabling organizations to optimize the customer experience include secure infrastructures, real-time use of Big Data, innovation capacity, seamless and standardized experience across channels or data privacy protection.

"To be successful, enterprises should invest in platforms that integrate personalized omnichannel customer journeys endowed with the customer intelligence that will allow them to build their current and future service offerings", Tovar adds.

Tackling omnichannel, the new challenge facing enterprises in the digital age

According to IDC Research Spain, by the end of 2019 about 50% of retailers will have adopted an omnichannel commerce platform. The key for organizations is to utilize these omnichannel platforms to add intelligence in each and every customer interaction in order to improve experience and obtain useful knowledge for the future. Omnichannel enables the development of deeper, more immersive and trusting relationships that will drive the frequency of interactions, increasing consumption, satisfaction and bottom line profitability.

#contactcenterworld, @atentocorp

Posted by Veronica Silva Cusi, news correspondent
Source: Atento


About Atento:
Company LogoAtento is an employer in Brazil, recognized in the country and the world as one of the Best Workplaces by the Great Place to Work Institute. The company has operations in six major Brazilian urban centers Sao Paulo, Rio de Janeiro, Salvador, Belo Horizonte, Porto Alegre, Goiania, and in the cities of Campinas, Sao Bernardo do Campo, Santo Andre, Sao Jose dos Campos, Santos, Ribeirao Preto and Feira de Santana. Atento Group is recognized in the CRM BPO sector in Latin America, providing customer experience through solutions, its integrated multichannel / omnichannel platform and the investment in new technologies and added-value services. Strong expertise in CX, UX. Recently acquired integrally a company specialised in backoffice (/digital backoffices/rpas) and also an acquisition to expand our capabilities on collection (early/late).
Company RSS Feed   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Incentives

Read today's tip or listen to it on podcast.

Published: Monday, July 8, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automated Call Distributors

 
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
 

ABOUT US IN 60 seconds!

Industry Champion Award Leaderboard

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =