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.
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