We aim to:
Understand the IT-related challenges organizations face today
- Monitor the status of digital transformation
- Assess the current and future use of CX technologies
- Evaluate factors that drive investments in CX technologies
- Gauge CX trends
- Appraise available IT budgets
One key finding was that by 2022, over 95% of contact centers will have chatbots deployed. Other big investments will include messaging bots and virtual assistants. AI will allow for automation of more complex tasks, but will not substantially replace humans. On the contrary, live agents will build relationships with customers.
This study provides insights on key investments needed for end user businesses to meet their number one corporate goal: to improve customer experience.