As enterprises emerge from dealing with the impact of COVID-19, re-architecting their IT infrastructure to leverage digital platforms will be a major priority, and customer experience is the top driver of these investments as it directly impacts the organization's bottom line.
Courtney Munroe • Research Vice President for Worldwide Telecommunications Research, IDC
"Digital Customer Experience: Leveraging Conversations to Drive Innovation and Differentiation in the Enterprise," IDC White Paper doc #US48593121, January 2022
Go beyond regular customer care and discover new and exciting ways to transform digital engagement, optimize omnichannel experiences, and reduce costs!
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of respondents have initiated or plan to implement conversational customer engagement within the next two years
of companies use more than three channels for conversational engagement
of global enterprises are using conversational customer engagement to support customer service
of organizations allow a customer to transfer from a chatbot to a live agent for enhanced support
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Nearly 80% of companies
will implement conversational customer engagement to improve customer experience.