Aberdeen Group Report: Contact Center and Customer Experience Process Trends in 2017


“Technology has advanced more in the last thirty years than in the previous two thousand. The exponential increase in advancement will only continue.” 

Niels Bohr, Danish physicist and Nobel Prize winner

You may have seen this before. Sometimes it’s presented as a recent quote but I think it’s important to point out that Bohr said this well over a half a century ago. Think about that for a minute:  “…The exponential increase in advancement will only continue.” It’s continuing alright, and at break-neck speed. Consider that the modern smartphone is millions of times more powerful than all of the computers combined (that were the size of cars) that sent men to the moon in 1969. The warp-speed advancement of technology poses one challenge: staying on top of the latest trends, especially when it comes to providing a superior customer experience. 

The latest Aberdeen Group research offers some directional assistance here with their report, Contact Center and Customer Experience Process Trends in 2017. Aberdeen has complied the industry trends that will make the greatest impact on customer experience success. Keeping track of what is going on in the market is vital to shaping an organizational strategy what will drive expected results.

Ineffective or poorly executed customer engagement processes can create frustrating experiences for customers which in turn negatively impact business. In fact, the 2016 Aspect Consumer Experience Index found that 49% of consumers have stopped doing business with at least one company because of poor customer service.

So how can you ensure your customer engagement strategy is applying the latest insights in the activities that create the greatest impact on key engagement metrics such as customer satisfaction, growth in customer spend and decrease in operational costs? Start by downloading and reading this report to find the four areas you should focus on to achieve better results in the contact center to delight your customers in 2017!

Download it Now: https://www.aspect.com/landing-pages-2017/aberdeen-2017-trends