Today's Customer Experience Trends Are Creating Next-Generation Contact Centers

The future of customer care is already here for early adopters. To keep up with where the industry is headed, you can’t afford to ignore these CX trends.

Explore 7 trends that trailblazers are using to reimagine the future of customer care and actively transform it from a transactional function to a relationship building experience.

Some are already well ahead of the pack with customer care morphing from a cost center into a sales engine. Imagine if customer care could pay for itself and drive brand affinity.

Some highlights in the paper include:

  • How a sports media giant used automation to cut its fantasy sports operating costs down by 10% and fueled 122% growth in engaged sessions.
  • How a fashion brand’s hyper-personalization of customer care resulted in a first-contact resolution rate of 90%, a 23% drop in average handle time and a 10% rise in sales conversion rates.
  • How a specialty pet retailer revamped customer care and groomed relationship agents. In one year, customer satisfaction surged to 88%, incremental sales jumped by 25%, and customer conversion rates increased to 80%, one-third higher than the prior year.

Learn how seven top customer experience trends can help customer care teams build relationships and turn a profit.

How Customer-Care Is Building Relationships and Becoming a Competitive Profit Center

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