Where is your CX strategy really delivering value?
Most contact centres now have AI on the agenda. Yet four in five still rely on customer surveys to understand how customers feel, fewer than half rate their self-service as working well, and the biggest returns are coming from somewhere other than AI. So where should CX leaders focus next?
In the Customer Experience chapter of Call Centre Helper’s 14th annual research report, sponsored by Content Guru, you’ll discover how your peers are capturing feedback, delivering self-service and planning for AI, with commentary from leading CX experts including Nate Brown, Dan Pratt, Brittany Hodak, and Marianne Withers.
You’ll understand:
- Why 80% of contact centres still depend on surveys, and what capturing feedback from 100% of interactions looks like,
- Why proactive engagement and personalization are outperforming AI and self-service on value,
- Where CX leaders expect AI to make the biggest difference in the next 12 months.
Fill out a few details and receive the full report as a PDF.