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CX Trends: What to Expect in 2021
The pandemic has caused a massive surge in customer queries and companies are shifting to digital channels to manage this spike. Business leaders in the various industries have realized the importance of offering digital-first options to their customers. shifting from traditional channels like phone and email to modern channels of messaging such as Whatsapp, Facebook messenger will separate winners from the rest. Implementing the right software that would equip them to face any such unforeseen challenges in the future, while delivering a seamless customer experience is the topmost priority for any business today.
To discuss this and more, the Customer Experience DigiConnect Virtual Boardroom will bring together Chief Technology Officers, Chief Information Officers, Chief Operating Officers, Directors of Digital Innovation & Transformation, Heads of Innovation, Customer Experience Heads from across different sectors in Israel to rethink the CX strategy post pandemic, look at the importance of having an Automation First approach with Self Service offering Bot-first support and how to leverage modern millennial channels such as Chat, SMS, Whatsapp, Facebook Messenger to increase ROI while continuing to deliver seamless customer experience.