Category: Technology

Digital channels have greatly improved Customer Experience (CX) by delivering better FCR rates than other channels. The pandemic has shown the important of digital and Digital Transformation should be a key pillar in your Customer Experience strategy.

In the days before the smartphone, sending text and email from a standard phone keypad was an exercise in itself. You really needed finger dexterity and even with the advent of predictive text, typing long messages became a chore. Accessing functions and features was also challenging. When touch app…