Recently, we attended and spoke at ‘Disrupted Customer Contact 2017’; a cornerstone event for Sabio which aimed to make sense of customer journeys through examining the ways that the contact channel industry is changing.
And the industry is changing. It has changed. It’s not just a case of the obvious (a tonne of new channels entering the field of play, increased mobile and web usage, etc.) but also of the more subtle; the gradual evolution of channel choice and consumer intelligence that has completely altered the expectations that consumers have for a good customer experience.
A new frontier
New channels and new technology means new opportunities to deliver on consumer expectations. But it also means that there are new problems. Even when you’ve invested in some amazing contact channels, you need to make sure that they’re being offered to the right customers. Without doing that, it’s incredibly difficult to maximise profitability, reduce cost-to-serve and make the largest possible impact with consumers.
Machine-learning technology is important. At a time where change is the only constant, it’s invaluable to have a tool on-side which is programmed to keep learning from consumers. The right technology will adapt to change, and it will work with your existing channels (and be able to work with any channels). It will help you to anticipate change, instead of feeling like you need to react to it.
Intelligence that improves engagement
Our CEO Magnus talked about how machine-learning improves consumer engagement at the conference; if you missed out by not being there, we’ve summarized some of his key points in the pinkest infographic you’ll see all day.
Interested in finding out what machine-learning can do for your business? Check out our solutions page.