Consumer preferences are rapidly changing. CX leaders are moving quickly to meet the need for more personalization, more convenience such as 24/7 self-service customer care, an increased preference to shop online, a desire for alternative communication channels with brands, and a redefinition of the term ‘fast.’ Forbes reported 67% of consumers now prefer self-service over speaking to an agent.

This whitepaper outlines the unintended challenges that automation and self-service tools have introduced and the emerging strategies that CX leaders are leveraging to overcome them.

Topics covered include:

• Increased customer friction and support costs
• Security concerns and database management issues
• Increasingly complex call types
• Greater demand for personalization