September 05, 2018Read More
It is predicted that digital channels will soon overtake voice-based interactions. Growth in almost every digital channel contrasts with a 12% shrinkage of phone in the split of interactions handled by contact centres (source).
In a survey conducted by Forrester Research and Shop.org, retailers reported that the combination of smartphones (30%) and tablets (13%) accounted for 43% of online sales with traffic being even higher, at 63% — 47% coming from smartphones and 16% from tablets (source).
To succeed in the age of the customer, organizations need to start their business transformation to provide personalized and cross-channel digital experiences.