Genesys and Dimension Data Experts Outline Top Trends in the Contact Centre
Connected omnichannel customer journeys, digital self-service, micro-personalisation and cloud are all key topics
FRIMLEY, UK — April 13, 2016 — Genesys (www.genesys.com/uk), the market leader in omnichannel customer experience (CX) and contact centre solutions, invites business leaders to join an expert conversation on how to use customer experience to deliver connected customer journeys and gain competitive advantage.
Genesys and Dimension Data experts will dive into the “2016 Global Contact Centre Benchmarking Report,” which provides insights into key customer experience, technology and operational trends in the contact centre that are transforming customer support and service models worldwide.
“Within two years, we believe that nearly 75% of contact centres will have omnichannel capabilities, and our recent research clearly illustrates the need for brands to make this transition in order to prepare for future growth and differentiate from their competitors,” noted Rob Allman, Group Principal Director of Customer Experience and Collaboration at Dimension Data.
The Dimension Data report shows that more companies are putting customer experience first, and those that do get real results. Omnichannel engagement centre solutions enable a customer-first strategy by shifting CX from reactive to proactive—predicting the needs of customers and personalising their experiences. As many at 83% of participants surveyed in the Americas, Europe and Asia Pacific stated that customer experience is a clear differentiator.
Example findings that will be shared include:
Connected omnichannel journeys and customer experience are top focus areas in 2016.
Digital interactions account for over 42% of all interactions and mobile applications are a top channel choice for customer service.
Mass personalisation of services is the top trend while emerging micro- personalisation techniques are expected to radically transform the industry in the next five years.
Over 60% of survey participants are actively planning for cloud CX solutions, which are becoming an industry standard.
“Connecting with today’s digitally driven, social media savvy consumers is crucial to driving positive business performance. Success is now about delivering connected customer experiences across multiple journeys and channels including: phone, IVR, email, social, web chat, text, mobile applications, video, and other IoT-automated services in a fully seamless fashion to build lasting customer relationships,” said Merijn te Booij, Chief Marketing Officer at Genesys.
Join The Conversation
At the webinar, hear insights directly from Genesys and Dimension Data experts on how contact centres are becoming an integral part of the customer experience strategy and driving business growth:
Mike Wells, Director of Consulting Services at Dimension Data
Michael Slip, General Manager of the CX and Collaboration Business Unit at Dimension Data
Lisa Abbott, Senior Director of Product Marketing at Genesys
For more information, including an infographic summarising the key trends, visit this page.
The Dimension Data annual global research study is based on 19 years of trends, performance analysis and best practice techniques to provide the industry with a comprehensive global overview and perspective to the state of customer interactions, and customer management in contact centres. The study is supported by over 40 of the world’s leading industry groups and associations. This year 1,320 participants across 81 countries and 14 industry verticals contributed to the research findings.