Based on a survey of 1600 consumers and 560 business leaders involved in commissioning or managing contact centres, this research explores how providers are introducing new technologies – and how users are reacting – in seven key sectors of the economy
Deployed in contact centres, AI and other advanced digital technologies have enormous potential to speed transactions, generate insights, cut costs and improve user satisfaction. But when users feel that reforms are being introduced to save operators’ money rather than their time, businesses can lose customer trust even as they gain efficiency savings.
This research report, produced in partnership with AWS Connect, examines users’ views of emerging technologies, explores how operators are pursuing investments and reforms, and identifies important differences in user satisfaction and provider perceptions between sectors of the economy. Presenting this rich survey data, it also provides analysis by Francesco Palma, an NTT DATA Solutions Director covering customer experience and AI – who offers comments on the findings’ significance, and insights into how best to apply digital technologies.
In this research report, you’ll find material including:
How consumers view:
- The introduction of AI in contact centres;
- How automation technologies affect their experience;
- The various communications media available;
- The empathy and sincerity of contact centre services;
- Service quality in various key economic sectors;
How business leaders managing contact centres view:
- User satisfaction in various key economic sectors;
- Their preferred communications media;
- Their progress in, and the barriers to, implementing digital technologies;
- The value of implemented digital solutions;
- Their priorities for future investments in digital technologies.
These findings are analysed and cross-referenced to provide additional insights – identifying, for example, the gap between consumer and provider perceptions of user satisfaction in different economic sectors. The 20-page report is packed with robust survey findings, high-quality data analysis and insightful comment: download it for a fascinating picture of the state of play in contact centre technologies today.