Get started with customer center software > https://ap.pn/2HfvzjS Appian joined industry leaders, big thinkers and hundreds of attendees at IQPC-Customer Contact Week (CCW) in New Orleans. The event serves more than 3,000 attendees annually as a major venue for showcasing technology and digital trends that will shape the future of the contact center industry. Here are the top 5 takeaways from the CCW event. Learn how to empower your agents with the right customer center software: https://ap.pn/2HfvzjS

1. The Top 5 Trends
in Customer
Centers
Omnichannel is no longer a feature,
it’s a requirement.
With advancements in omnichannel engagement, businesses need to identify
how to achieve a seamless customer experience across an ever-broadening scope
of communication channels.
Creating an emotional connection
is greater than customer satisfaction.
In a recent Harvard Business Review study, it was found that in order to cultivate customer
value, having an emotional connection matters more than customer satisfaction.
Automation empowers agents...
...but don’t let shiny objects distract from process objectives.
Transformation is never-ending.
Learn More
Now more than ever, enterprise organizations need to embrace an agile approach and
cultivate a continuous feedback loop to stay competitive.
AI, RPA, machine learning, IoT and other new technologies can empower human
agents to deliver exceptional customer service.
Decision makers are often seduced by
the latest technologies without first
understanding their process weaknesses.
Customer experience is the product.
Traditionally, when faced with growing competition, businesses would look
to differentiate themselves through price or product quality.
Today, the customer experience is as much a part of the product as the good
or service itself.
So what’s the ideal product
customers are seeking?
Rewarding experiences that lead to long-lasting
relationships with a business.
Design with deep customer
empathy and serve
the customer, not the project.
Geeta Wilson
VP of Customer Experience,
Humana
The pace of change has
never been this fast and it will
never be this slow again. Johnny Russo
Associate Vice President,
ECommerce and Digital
Marketing, Mark’s
The weakest omni-channel
brands only retain 33%
of their customers vs. 90%
for the strongest.
Businesses need to understand the gaps first
and then seek out the technology capabilities
to solve them.
However, enterprises should prioritize process above all.
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Terry Jones
Founder, Travelocity/Kayak
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