Trends driving the essentials for modern customer experiences - Manitoba Customer Contact Association

Trends driving the essentials for modern customer experiences

New decade, new drivers by Genesys

The start of a new decade always brings anticipation and speculation about what events, trends and innovations will define the next 10 years. This one had some surprises in store. The events of 2020 profoundly changed the way we live, work and do business. Customer support teams often were on the front lines, rising to the occasion despite the pressures of sudden remote work requirements, rapid technology changes and sensitive customer scenarios. This has changed business requirements and priorities for customer engagement technology. So, whether you’re evaluating new solutions or simply staying up on the trends, you need to understand what’s driving rapid innovation and how organizations are already putting those innovations to work.

Contents of Report

• Driving trends

• Digital engagement

• Remote work and operations

• Collaboration tools

• AI and automation

• Cloud platforms