B2B companies are differentiating themselves through the experience they deliver to customers. This strategy will grow in importance, while differentiating on products and price will become less important.1
Customer experience is becoming a strategic imperative for how businesses compete and differentiate their brands. At the same time, customers want to reach out in a wide variety of ways (voice, email, text, chat, and social media), making it challenging for contact centers to manage all these channels and route customers to the right resources.
These channels are often siloed in how they arrive at the contact center, leaving agents frustrated by having to deal with multiple disparate applications, and leaving customers dissatisfied by fragmented and impersonal experiences.
What happens when you use leading technology to build a cognitive contact center? You get powerful information about your customers, predictive and proactive customer experiences, and seamless integration into the rest of your organization.
With the right resources and solutions, the contact center can lead the charge in increasing positive business outcomes.
1. Customers: The Future of B-to-B Customer Experience 2020, Walker Research Report, 2013.