Over the past few years, the customer contact community has been bombarded with talk about artificial intelligence, frictionless experiences, agent engagement, data analytics and omnichannel engagement.
As 2018 unfolded, we thought-- will any of those topics fade away? Will any become more prominent and important?
And what new trends, ideas and “best practices” will emerge?
To answer these questions, CCW Digital collaborated with 11 of the foremost customer contact executives, analysts and innovators. We’re proud to share their insights, predictions and recommendations in our new Special Report: 2018 Customer Contact Predictions.