3CLogic's Contact Center Blog

Even as CX technology advances – from automations to AI – at the end of the day, customers still want one thing: quality, personalized service experiences. No matter the form of communication offered, whether it be self-service, SMS, digital channels, or phone conversations with a service rep, organizations that are able to consistently deliver exceptional personalized experiences across channels will retain an immense competitive advantage. 

Doing more with less has quickly become a way of life for most organizations. In an effort to minimize costs without degrading the customer experience, service departments have increasingly turned to digital channels to provide customer support.