Despite advances in AI and digital tools, consumers are still dissatisfied with the state of these transformations. The phone remains the primary customer service channel, with over 80% of consumers expressing distrust in chatbots.
However, there is potential for change. Many customers are open to using chatbots for complex issues but remain frustrated with “phone pain points” such as long wait times and multiple transfers. The challenge for businesses lies in delivering AI-driven, digital-first experiences that align with evolving customer expectations.
How can your contact center meet these evolving expectations? What does this shift mean for agents and operational strategies? And what obstacles might emerge along the way?
Supported by exclusive research, CCW Digital’s Market Study on Modernizing Service Experiences With AI & Digital provides the answers. Key topics include:
- The real drivers behind digital transformation—and how customers are responding
- Indicators that chatbots may be underperforming
- Strategies for balancing staffing and management across digital and phone channels
- The future of personalization in the AI era
- The impact of AI-driven tools on agent experiences
- Emerging AI opportunities beyond chatbots and agent assistance that can reshape your contact center
