Aberdeen: Mastering Digital CX for Progressive Contact Centers

In January 2021, Aberdeen surveyed 1,357 business leaders regarding their CX strategies and plans. Expanding digital capabilities to adapt to changing customer needs was consistently ranked among the top 5 strategies.

This report provides an overview of the performance benefits seen by progressive contact centers that master digital experience management, including an average 4.5x greater annual increase in customer satisfaction and 4.0x greater growth in buyer spend. Aberdeen also outlines several key building blocks needed to deliver flawless digital experiences: :

  • Establish and maintain a unified view of customer insights across all data sources
  • Build and use journey maps to leverage customer insights for hyper- personalization
  • Use analytics and AI capabilities to uncover hidden insights across journey maps, and optimize your activities across journey orchestration, agent empowerment, and self-service

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