Prior to 2020, customer personalisation was a nice thought.
Many contact leaders struggled with providing the ideal experience with departmental silos, legacy systems, fragmented customer data, and disjointed customer journeys standing in the way of their ability to personalise.
Overcoming these hurdles requires a fundamental shift in how businesses operate. It requires transforming the systems, processes, and technologies to centre around the customer. With this caliber of effort, contact centre leaders addressed change at their own speedeven if they knew change was inevitable.