Customer experience 2020: looking ahead – planning a route
For the past 18 years the Dimension Data Global Contact Centre Benchmarking Report has tracked the evolution of customer experience delivery from the telephone-dominated contact centres of the 1980’s to the multi-channel, digital-first diversified customer operations of today. Our presentation will give the first glimpse of the 2016 findings, providing insight-driven pointers to expected evolution over the next five years including:
The role of the contact centre – fall-back support for a digital front line, or integrated omni-channel hub at the heart of the business?
The potential for automation – low-cost management of low-value interactions, or channel of choice fuelled by personalisation and AI?
Social media – consumer playground, primary service channel or mainstream sales and revenue driver?
Access to technology – who calls the shots, the enterprise, the IT Dept or you?
Tony Smith, Head of Business Development, CCAS, Dimension Data
Tony’s experience in customer management and IT spans over 25 years – years shaped by rapid change, the rise of digital channels, the emergence of cloud computing and a re-writing of the rules for customer engagement. His career has tracked these developments and brought him to Dimension Data in May 2015, where he is charged with leading the development of the company’s cloud based contact centre technologies across the UK and Europe. Before joining Dimension data he excelled in a number of business development roles with BT Global Services, where he delivered cloud-based contact centre solutions for leading players in the public and private sector.