DMG surveyed contact center leaders to learn how companies and their service departments are planning to institutionalize the mindset and practices that got them through the pandemic, to navigate successfully in a transformed business world. Access this content now!
While remote work adoption has increased from 14% in 2019 to 51% in 2020, how did some companies manage to thrive in this new reality? In the last year, a big number of organizations reported superior employee productivity, cost decrease, revenue growth, and improved customer experience. Their formula for success was linked to providing the…
With the second wave of the pandemic underway, enterprises need to review and update their digital transformation strategies and business practices. This includes modifications to fundamental business activities—how products and services are distributed, and how and by whom customer service is delivered. The following report reveals a roadmap for revamping the enterprise digital transformation strategy…
When it comes to contact centers, “cloud-native omnichannel” is endlessly touted as the way forward. But this concept has failed to deliver for modern customers. The time has come to address the long-standing design flaws and conventional thinking that prevents contact centers from evolving alongside the changing landscape of human interaction. In this deep-diving report,…
Aberdeen surveyed 405 businesses of all sizes, industries, and locations, and the findings revealed that 68% of companies use artificial intelligence (AI) capabilities as of 2020. This reflects a 28% year-over-year (YoY) increase in adoption of AI capabilities between 2019 and 2020. Within this report, you’ll discover: Why CX leaders are investing in AI How…
