DUBLIN--(BUSINESS WIRE)--The "Critical and Actionable Customer Experience (CX) Trends, 2017 Part 2" report has been added to Research and Markets' offering.
In a world of rapidly changing technologies, providing consistently excellent customer support can be challenging. Consider that companies today are developing a widening assortment of popular technology-driven products and services, as well as adding complexity to existing ones. Technology-enabled goods-such as appliances, automobiles, entertainment products, and home security systems-are growing in functionality and complexity.
Many products have the ability to be connected to and managed through the Internet; hence, the Internet of Things (IoT). In addition, a dizzying array of computers, mobile devices and medical devices require high levels of technical support. Sales, customer care and support agents in contact centers today are utilizing a much wider arsenal of communication tools - voice, video, e-mail, IVR, Web chat, file sharing, and social media.
Customers are demanding service on the channels they prefer, such as social media sites or mobile devices. As a result, companies today have invested in newer operational processes and solutions mapped to meet the communication needs of the army of independent, autonomous self-starters; Gen Y. This movement into new realms of specialized expertise signals the opportunity for significant BPO technology investments. This evolution could translate into an enhanced value proposition for clients and consumers. How? In essence, technology platforms and new business models will be key to meeting the complex communication needs of today's Omnichannel consumer. At the same time, younger customers in particular have become more impatient, demanding, and knowledgeable. More and more, Generation Y and Millennial consumers insist on "Omnichannel support"- a coherent, seamless Customer Experience, regardless of the channel through which they engage a business. This can range from face-to-face service to self-service.
Key Topics Covered:
1. Executive Summary
2. Key Trends and Growth Insights
3. Growth Opportunities and Companies to Action
4. The Last Word
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