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Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. Contextualized omni-channelsupport. Live engagement customer service.
Today’s trends are all about personalization with a twist. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channelsupport. Customer experience continues down a path of rapidly advancing technology with trends pointing to a virtual experience.
As retail automation technology takes quantum leaps forward (see Figure 3), companies that provide value-driven information across multiple touchpoints will differentiate themselves from those who employ single channel or siloed environments. Omni-channels. Impact of Globalization.
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