2004, Personalization and Strategic Value

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2004

Personalization

Strategic Value

Conversations with Clients: Ding Yi (Allen), Ant Financial, Part 2

COPC

SEPTEMBER 9, 2019

In the past, the organization of a typical contact centre was like a tall chimney – agents, products and operations were all lined up vertically, and each function did its own thing in its own silo, but no person or department was able to clearly see the whole picture. Second, the service industry has traditionally been very labor-intensive.

industry standards

industry standards Self service Strategic Value Finance

Client Interview Series: Ding Yi at Ant Financial

COPC

SEPTEMBER 3, 2019

Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels. The question of how to satisfy each customer’s needs with personalized and customized interactive self-service is a huge challenge.

industry standards

industry standards Enterprise Technology Self service

Customer Contact Central

Conversations with Clients: Ding Yi (Allen), Ant Financial, Part 2

Client Interview Series: Ding Yi at Ant Financial

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