Customers are engaging with financial services organizations in a much more sophisticated way than ever before, with the emergence of digital handing the power directly to the customer. But this is nothing new. What is new is how organizations are choosing to fight to not only win customers, but critically to retain customers, with emotional engagement, personalization, even individualization playing a key role in remaining competitive. But how are the biggest FS players delivering a personalized experience? Can this even be done without the use of automated systems to service their customers on a mass basis? And which is more critical – a personalized experience or the efficiencies of an automated experience?
The Executive Customer Contact Exchange surveyed our elite network of customer service leaders to understand their biggest customer service business challenges and which tools and solutions they plan to invest in over the next 6 - 18 months
Customers are now engaging with brands and customer services in a more sophisticated way than ever before. Emotional engagement, personalization, even individualization are now key areas which organizations need to be looking at to remain competitive. So are you ready to personalize, digitize and monetize your customer services? Find out how the experts are doing it.
Empowering customers to get support via the channels of their choice, including self-service, is great but where does that leave the workforce and the emotional engagement of customers?
This is just one of the questions that this report will provide insight into. Download it to find out what it takes to ensure contact center strategies stay ahead of the competition as we look to 2018 and beyond.
Features exclusives articles and interviews with customer service leaders from EA, TD Bank and many more, making this report a must read!
North America’s most senior customer service executives have shared the challenges and investment areas that are shaping their 2018 strategies in this definitive guide into customer service budget assignment. The proliferation of new technologies and the ever-changing nature of customer interaction make for a fresh myriad of challenges for those ultimately responsible for these strategies.
So which challenges are keeping executives awake at night? And which services and solutions are they prioritizing with 2018 just around the corner? This in-depth research seeks to outline these critical questions and help better understand marketing spend.