Organisations are under great pressure to offer consistent, unified experiences to their customers, across all channels.
According to IDC, by 2019, companies around the world are expected to have spent a total of $2.1 trillion on digital transformation as a result.
Any business not delivering better experience through digital services – specifically communication channels – will have the irrefutable threat of their competitors’ transformation programme coming to fruition and making that brand a more attractive proposition to customers.
Many barriers exist in trying to offer ‘seamless’ experiences, and none more so than in relation to engagement strategies.
Research by BT Global finds that customers change how they contact a business depending their situation at hand. 52% want rapid access to well-trained (human) employees over the phone when they experience a crisis relating to a brand.
Critically, 81% of consumers now expect organisations to offer a choice of communication channels – from email, phone, social media through to live chat and self-service options – to meet their specific need, with many favouring self-service.
Despite this, 92% of consumers report problems using self-service tools, with difficulties ranging from basic design issues (inability to find the information that they needed or find the back button) to having to wait too long to speak to someone who could help.
Transformation in the contact centre
With this in mind, MyCustomer is tackling the subject head-on, with the help of customer service gurus Martin Hill-Wilson and Sadam Iqbal.
In our webinar in association with West, on Thursday 21st March 2019, at 2pm GMT, we’ll be delving into the technological requirements for a brand to be able to offer communication tools to their customers – and indeed their employees - that are consistent, effective, adaptable and ultimately, seamless.
Join Martin Hill-Wilson, CX Expert and Founder, Brainfood Consulting, Sadam Iqbal, Senior Director of Information Technology EMEA, West and Chris Ward, Editor, MyCustomer.com at 2pm GMT on 21st March or sign up to listen on-demand.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.