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According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Multi-channelsupport can silo important customer history.
Investing in CX pays off with strong customer relationships, personalized digital solutions and innovative products or services. Nearly 90% of companies have a CXO or equivalent executive, compared to 65% of companies with a CXO in 2017. Companies that lead in CX personalization have increased their revenue by up to 15%.
Stakeholders—internal or external persons, companies, or social groups—have a vital interest in a company’s actions, policies, and objectives. These digital disrupters are reshaping the customer service landscape and are rapidly unseating traditional communication channels. Omni-channels. Roesler, Peter (2017).
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