Customer Experience Blog
It’s 2014 and the phones are still ringing in contact centers worldwide. For the last 10 years, there has been a significant effort by companies to move customers to self-serve on the web. While many consumers go to company websites, the numbers still show that consumers like to call companies on the phone.
My 7 colleague, Amith Parameshwara, recently published an article that asked the question: How do you create the best customer experience model? Most businesses strive to deliver a great customer experience, but it’s often hard to define how to put the pieces together.
In Information Week Editor-at-Large Kurt Marko’s new article, Creating the Omnichannel Customer Experience, he writes that “The nexus of mobile, social, cloud, and big data is radically reshaping the business world, nowhere is the upheaval more dramatic than in areas with high customer engagement: retailing, financial and communications services, travel, customer service and technical support.” In fact, it’s almost