DX IN ACTION O U R B U I W E AN END TO END INTEGRATED SOLUTION - PowerPoint PPT Presentation

EVOLUTION SHIFTING TO DIGITAL CHANNELS 81 % expect web chat use to increase “How do you think inbound channels will change in the next 12 months?” Decrease No change Increase over the next 12 months. 2 3 % 4 1 % 4 5 % 5 6 % How do you support digital transformation? • 7 6 % 3 0 % 8 0 % How do you offer or support the channel shift? • 3 3 % Can this be achieved through a single contact • 5 8 % 3 6 % 4 7 % centre platform? 2 3 % 1 8 % 2 2 % 8 % Web chat Social Telephone SMS Email Telephone CONTACT BABEL DECISION MAKERS GUIDE, 2017/18 Media (self-serve) (agent)

DX IN ACTION O U R B U I W E

AN END TO END INTEGRATED SOLUTION

KEY THINGS TO TAKE AWAY Get started and Think and plan Encourage an Focus on solving Involve customers keep going. big, but don’t too innovation culture and problems and and staff early in start big. champion change. enabling growth. the process. Don’t waste time building things that Adopt a process of continuous are not needed and be prepared to innovation and improvement if you throw things away. want to win in this fast changing world.