Click here to catch up on Part 1 – Customer Expectations. 

The second installment of this series focuses on thoughts on channel choice and omnichannel digital transformation.

• The continued shift to “social channels” and the need to be adept at serving customers who reach out for help in social media.
• A key word is “predictive service”. Next era CX – what AI will enable?
• C-Suite will begin to see the potential for revenue generation on the service side of the house with new channels and old channel improvement.
• Companies must be more agile in testing and deploying new solutions and channels due to increasing competition from new market forces (e.g. Amazon).
• Businesses who do not embrace omni-channel digital transformation will lose customer loyalty, their share of wallet and overall market share, to those that do.
• The volume of calls will continue to grow even with the continued introduction of alternative channels of support.
• Amazon will disrupt the ACD market.
• IoT pervasiveness will increase call volume.
• Phone channel continues to be the dominant channel for “complex” client care issues.
• Many companies focusing on “demand management” initiatives to help clients self-serve, improve CSAT and reduce call volume.
• Mobile Messaging/SMS and MMS. More interesting and efficient use cases for text will emerge. Companies realizing that leveraging instant photos or videos sent can help reduce conversation time.
• Companies look for more true omnichannel platforms and adoption for these grow. Not just a single platform that can hook into all kinds of other technologies, but a single platform that can tie all of the conversations together, no matter what channel.
• Phone channel continues to be dominant for overall customer resolution.
• Companies will continue to add more channels and favor “cheaper” asynchronous (can respond at the same time) channels, like chat and text, in exchange for “more expensive ones”, like phone and email. Volumes of total communication will stay the same, but allow for brands to save money.
• Two way SMS continues to lag with some brands testing specific use cases.

Stay tuned next week for Part 3 – Operations.

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