TheCXOGuideDigitalTransformationinContactCenterswww.regalix.comJanuary20192DigitalTransformationinContactCentersIntroductionToday,thebattleforsurvivalinthecorporateworldismorecompetitivethaneverbefore.Thebattleground?Deliveringwinningcustomerexperiences(CX).Accordingtothe‘2017GartnerCustomerExperienceinMarketing’survey,morethantwo-thirdsofmarketerssaytheircompaniescompetemostlyonthebasisofCX,andintwoyears’time,81%expectthattheywillcompeteentirelyonthebasisofCX.1Onecannotdiscusscustomerexperiencewithouttalkingaboutcontactcenters.Contactcentersareinvariablythefirstlineofcontactthatacustomerhaswithabusiness;it’salsooftentheonlyinterfacethattheyhavewithanenterprise.Theimpetustocreateafavorableandlastingimpressionwiththecustomerhaspropelledthecontactcenterindustrytoreinventitselfandtoseeknewerandbiggeropportunities.Whichexplainsitsphenomenalgrowthovertheyears.Fromanicheindustryinthe1980stoanestimated$407.1billionby2022,2callcenters,nowcalledcontactcenters,havecomealongway.Theearliestknowninstanceofacustomerservicecomplaintdatesbackto1750B.C.!Theclaytablet,onwhichthecomplaintregardingqualityofcopperwasinscribed,isnowondisplayattheBritishMuseum.DigitalTransformationinContactCenters3Whatarethemaindriversofgrowthwithinyourcontactcenter(s)?Figure-1CustomerexperienceisdrivinginnovationwithintheserviceindustryCustomerexperience/expectationsGrowthofbusinessImprovementofserviceExpansioninscopeofservice/productsIncreasedstrategicimportanceExpansionofoperationalfootprintCompetitivepressure71%2015201778%57%59%49%33%24%88%43%73%36%35%16%29%Source:‘GlobalContactCenterSurvey2017’-Deloitte3Around2015,contactcenterswerehitbyasweepingwaveofdigitization.Thewarcryto‘godigitalordie’resonatedascontactcentersfoundthemselvesunabletocopewithchangingtidesandmovinggoalposts.Thecompetitionwasintense.Productsfeaturesnolongerservedasthebasisfordifferentiation.Customerexpectationsanddemandswererapidlyevolving,evenascustomerbehaviorunderwentametamorphosis.Thesocialmediaexplosionmeantthatcust...
