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Latest Research Reports
Digital channels have become ubiquitous and are favored by customers for interacting with businesses. DMG Consulting’s inaugural Digital Customer Service Product and Market Report analyzes the overall market and closely examines 6 vendors who offer digital customer service platforms and have already made a name for themselves in this emerging sector.
The 2020-2021 Interaction Analytics Product and Market Report provides an in-depth analysis of the IA market, the competitive landscape, product innovation, as well as business and servicing trends and challenges. It closely examines market activity and presents 5-year market projections. The Report also examines customer satisfaction with vendors, products and pricing and offers implementation best practices to help users succeed with their IA initiatives.
Top Free Research
When companies think about their digital transformation, they initially focus on required IT and systems changes and related customer implications, such as the need to add digital channels for sales, service and marketing. Revamping systems and adding digital channels is important, but this is only a part of a digital transformation. Every function and activity in a business, not just the technology and systems, need to be reviewed and possibly enhanced as part of a digital transformation, to enable companies to achieve the objective of consistently delivering an outstanding CX.
Most companies should provide self-service and offer their customers flexible and intelligent natural language understanding (NLU) and natural language processing (NLP)-based IVAs as the first line of service, as this is their customers’ preference. But even with all of the innovation in AI, self-service solutions need to be supported by live agents who can handle issues and address situations that systems cannot, as is the case when something unexpected happens, like fraud or a sensitive healthcare issue, where emotions run high and time is short.