Digital Transformation has brought a lot of advantages as well as challenges. In the race where everyone is rushing to get digital, customer experience holds the highest priority. Digitization not only affects the internal working structure of the organization, but also affects the customers of the company. Digitization is taking place in every sector. So those who keep themselves isolated from this will be marginalized completely. With the expense of mobile technology, users are getting very comfortable with remote control. The daily access to the digital world has brought a huge change in the customer behavior, so the digital strategy of an organization must be comprehensive. To improve the customer experience, all the departments must be working together. Moreover more the digitization, higher the amount of data. Data must be from the various departments must be integrated through a good communication channel. Read more about it in the article written at: http://blogs.adobe.com/digitaleurope/digital-marketing/pac-study-customer-experience-in-the-digital-age/

A recent 2014 North American Call Center Survey has revealed that approximately 78 percent of today’s call centers are premised-based and 70 percent considering a move to the cloud. It was further found that 52% of consumers utilize three or four channel platforms (phone, email, video, text, chat, social media) when looking for customer care. In recent studies it was found that 67% of customers prefer self-service over speaking to a live representative. Salesforce and Forrester Research group found “Personalizing Customer Service Interactions” is among the top key trends facing customer service organizations. Robert Killory (Chief Customer Officer, 3CLogic), writes in his article about the top customer service trends facing contact centers for 2015. Read more at: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/899/Default.aspx

Organizations have numerous options to get answers from customers about their product or services. To get answers they use live-chat, speaking directly to a customer-care agent, and another gradually popular service called self-service. Self-service is becoming an important tool for any business. So, companies should keep in mind some points while implementing self-service. In her article, Jodi Beuder (Customer Experience Advocate at Impact Learning Systems), writes about those points which are to be kept in mind while rolling out self-service. To know more, follow: http://www.icmi.com/Resources/Self-Service/2014/09/The-Roadmap-for-a-Successful-Self-Service-Rollout