{"id":243718,"date":"2020-03-02T05:15:08","date_gmt":"2020-03-02T13:15:08","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=243718"},"modified":"2020-03-02T05:14:43","modified_gmt":"2020-03-02T13:14:43","slug":"how-to-deliver-customer-experience-in-the-2020s","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-gb\/resources\/how-to-deliver-customer-experience-in-the-2020s","title":{"rendered":"How to deliver customer experience in the 2020s"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1\">Report<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1 class=\"landing-page__title\">How to deliver customer experience in the 2020s<\/h1>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]Against a backdrop of rising customer expectations, the customer service landscape is being reshaped by new technologies, platforms, channels and customer preferences.<\/p>\n<p>Some of these trends can potentially make it easier for organisations to meet expectations, while others will demand significant adaptation. And it will ultimately be how organisations respond to these factors that will determine their customer experience success \u2013 and as such, their commercial success \u2013 in the coming decade.<\/p>\n<p>In this report, we\u00a0examine what the key trends are and how contact centres can respond, including:<\/p>\n<ul>\n<li>The growing digitalisation of service<\/li>\n<li>The rise of omnidigital<\/li>\n<li>The importance of AI-powered support<\/li>\n<li>The need to reskill agents<\/li>\n<li>The challenge of agent engagement<\/li>\n<li>How to differentiate through service experience<\/li>\n<\/ul>\n<p>Download this report now to learn how to\u00a0respond to these trends to\u00a0ensure that your contact centre is\u00a0best positioned to not only meet customer expectations in the coming decade \u2013 but surpass them.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;243719&#8243; 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Some of these trends can potentially make it easier for organisations to meet expectations, while others will demand significant adaptation. 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