Following the global COVID-19 crisis, enterprises are significantly accelerating their digital Customer Experience (CX) capabilities, not only to ensure continuity in support services, but also to be better prepared for future disruptions. There is no single path toward digital enablement, but all CX transformation efforts have automation as a key component across front- and back-office processes. Robotic Process Automation (RPA) has taken over repetitive and transactional back-office tasks, but front-office tasks involve more complex processes requiring human involvement and judgment. Advanced intelligent conversation automation solutions, leveraging Machine Learning (ML) and Artificial Intelligence (AI), are required to work together to take on these processes and enhance customer experience.
All industries and geographies
In this study, we present:
Customer Experience Management (CXM) Services, including Contact Center Outsourcing