For years now, businesses have been investing in digital technologies to make them more efficient, more productive, more flexible and more connected. Digital transformation and a focus on customer experience can generate up to a 30% increase in customer satisfaction – and economic gains of up to 50% (McKinsey & Company).
But while organisations may have intellectually understood the need for digital transformation before, there’s no doubt that COVID-19 has created an urgent need to accelerate those plans – so that businesses don’t just survive, they thrive in these new conditions.
What is journey centricity and why is it important now? Read this recap from a recent Engage Hub webinar with Forrester.
Discover 5 crucial elements driving customer satisfaction and loyalty in retail banking. Read now.
Personalisation and security don’t have to be at odds. Read how to use AI to strike the right balance in your contact centre.