The future of customer care is already here for early adopters. Future-facing brands have re-imagined customer service as something experiential and relationship oriented rather than just functional and transactional. Contact centers that apply this vision not only pay for themselves with incremental sales and long-term customer value, but also drive brand affinity.
While early adopters of this approach remain in the minority, their cohort is growing. Gartner predicts 40 percent of contact centers will turn into profit centers by 2025, making them de facto leaders in digital customer engagement.
In our latest whitepaper, discover 6 trends transforming today's customer experience.