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Gresham House Strategic plc

Challenges Of Delivering The Digital Customer Experience

About the only thing that’s constant in business today is change. It takes a dedicated specialist to keep on top of even a fairly narrow field because the pace and speed of digital innovation is so fast.It is clear customer-serving operations are, today, facing tremendous change, driven by both customer demands and the continuing digital transformation of business and society.

It also seems what is holding contact centres back is the difficulty in using technology to efficiently create simple, differentiated user journeys that engage and connect customers with their brand across all channels.

In summary these are the key most important challenges customer experience professionals are facing:

– How to differentiate customer experience and support omnichannel interaction

– How to build and orchestrate omnichannel customer experiences without replacing existing IT infrastructure

– How the rise of Artificial Intelligence (AI), Natural Language Processing (NLP) and chatbots will shape the contact centre of the future

– How to empower your agents and workforce with the right tools to allow them to deliver better customer service in the digital world


Gresham House Strategic PLC has a total interest of 13.5% in IMImobile PLC, correct as of 28 April 2017 month end NAV announcement, released 01 May 2017

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Disclaimer: Statements in this article should not be considered investment advice, which is best sought directly from a qualified professional.