Think Your Business Offers an Omnichannel Experience? Think Again!

Nearly 75% of organisations place a high importance on customer self-service. It is crucial that businesses engage with customers across multiple digital channels and move from being ‘’reactive’’ to ‘’proactive”. To deliver that proactive customer experience (CX), contact centres need to have the ability to predict the customer’s next move and/or send pre-emptive notifications before problems occur. This white paper shares how organisations can modernise their contact centres and deliver an omnichannel experience.