The 2020 Customer Experience - THE PETROVA EXPERIENCE

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  • The 2020 Customer Experience

    An emerging wave of Digital 2.0 technologies will extend the capabilities of contact centers by enabling digital efficiencies, self-service capabilities and zero-UI.

    In the digital era, customers expect contextual, intuitive and experiential engagement with businesses across touchpoints. As expectations rise, contact centers have evolved from voice telephony to proactive, agent-less, self-enabling hubs that deliver personalized, omni-channel customer experiences.

    By 2020, Digital 2.0 technologies such as machine learning (ML), artificial intelligence (AI), biometrics and robotic process automation (RPA) will extend the capabilities of contact centers by enabling convergence of systems for digital efficiencies, self-service capabilities and zero-UI…

    This article first appeared in CIO.

    Read more about Contact Center Experience and other Customer Experience Trends

    Get the full text of the article here.

    Read what The Petrova Experience is saying about contactless experience and the new era post-2020.

    How a Personal Interaction builds Repeat Customers

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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