A few years back it was easy to feel like a lone voice as the only advocate of how great a personal assistant like Siri would be. Now look at us (including my wife 😊)! We love the fact that without considering someone’s feelings, we can be super direct and just get stuff done – from calling home or working out time zones to just trying to prove a made up fact to friends at dinner.
According to a Walker study, by 2020 customer experience (CX) will have overtaken price and product as the key brand differentiator.
As a result, in almost every sector and industry; the race to the pinnacle of customer experience is resulting in more investment and innovation than ever before.
This is a challenge that contact centre managers and technologists have been tackling for many years; developing the right skills, building process and implementing tools to deliver a truly blended, consistent omni-channel customer experience. This continues to be the elusive holy grail of customer care.