Succeeding in a new era of customer expectations
In a business environment where outstanding service experience has become what customers anticipate rather than just a pleasant surprise, you must develop new ways to make positive impressions and improve the customer experience. Digital transformation is fundamentally changing the relationship between the business and their customers. Improving customer experience is the main Nordic driver of digital transformation. This new reality is disrupting business models and organizations, making information a highly valuable asset.
Information Transformation goals includes to proactively anticipate customer needs, seek solutions to problems before they even exist and ultimately exceed customer expectations. The contact center team is uniquely positioned to be a vital part of the organization, serving the company’s customer experience strategy and transform from simply a support operation to a highly valued part of the organization and a strategic customer experience asset. Moving into this new reality is at the heart of transformation.
IDCs contact center maturity model guides organizations through this transformation and optimizes the journey.
Exclusively for event participants IDCs analyst Jason Anderson will present the latest benchmark of maturity in contact centers in the Nordics.
8 February, 2017 09:00 - 16:00
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