How Digital Transformation is Disrupting the CX Journey

After kicking off 2019, VP Shirley Hung has recently been reflecting on the key changes that are taking place in the CXM industry. It’s a really exciting time – we’re seeing disruption like we’ve never seen before, and basically, organizations are now realizing that you can’t treat a contact center as just ancillary service – that it’s pivotal to business strategies.

The data and business insights that come out of the contact center can feed directly into the design of long-term business strategies, and can really be a differentiator for a company’s success in the marketplace.

The adoption of digital technologies can really enhance a customer’s experience. But all of that also has impact on the capabilities and skillsets that you’re looking for in your agents.
So how an organization looks to acquire scarce talents, as well as reskill and upskill their existing workforce will really impact how successful they are in navigating through this CXM journey and evolution. So I’m really excited about all the changes that are taking place, and I’m looking forward to seeing how 2019 evolves – not only for our service provider client base, but also the enterprises that we work with as well.

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