Enterprises need to review and update their digital transformation strategies and plans to incorporate new approaches driven by the pandemic. These include modifications to fundamental business activities – how products and services are distributed, and how and by whom customer service is delivered. Companies must continue to prioritize the customer experience (CX) as they “reimagine” the customer journey.
Contact centers are increasingly important to companies. Given that delivering effective, outstanding and cost-effective service is one of the major drivers and goals of all digital transformation initiatives, the enhancements that occur in contact centers need to be optimized and aligned with the strategy and actions of the overall enterprise digital transformation.
This report reveals a roadmap for revamping the enterprise digital transformation strategy to prepare the contact center for what is likely to be the ‘new normal’: a highly virtual, digital and self-service-oriented economy.