Tech Maturity Shapes Firms' Customer Experience Initiatives

Major changes in business operations and consumer behavior since the start of the COVID-19 pandemic have increased demand for advanced customer experience (CX) capabilities, with enterprises adopting new technologies at different rates depending on their maturity and needs, according to a new research report published today by Information Services Group, a leading global technology research and advisory firm. "Modern digital customer experience technology is becoming essential, especially as hiring and retaining skilled agents grows more challenging. Companies are seeking providers' help at all stages of this evolution." The 2022 ISG Provider Lens Contact Center -- Customer Experience Services Archetype report finds that contact center operations are being transformed by automation and analytics as companies adapt to remote, home-based and hybrid work models. More companies are embracing AI bots, speech analytics, sentiment analysis and other tools to improve both customer and employee experience.