TREND 1
The new “I want it now” customer culture dictates the terms

The pandemic forced consumers into digital channels and they embraced the new channel. As the demand for fast experiences grows, companies will be forced to adopt a digital-first mindset to deliver it.

portuguese landing page 32 portuguese landing page 32

TREND 2
Seamless omnichannel experiences replace physical-digital scraps

Today's consumer can engage on any channel they prefer - be it traditional, digital or physical. Consumers demand uniquely personalized experiences based on past interactions and preferences. Companies will have to sew conversations with their customers.

portuguese landing page 33 min portuguese landing page 33 min

TREND 3
mobilem-first messaging and conversation redefines customer satisfaction

Consumers have embraced the convenience, comfort and familiarity of engaging with brands on messaging apps like Apple Business Chat, WhatsApp, Line Chat and more. And now there's no turning back. Companies that make customer service accessible in every user's pocket will win.

portuguese landing page 34 min portuguese landing page 34 min

TREND 4
Agent enablement drives customer satisfaction

The increased volume of inquiries, increased customer anxiety, and adapting to a remote work environment have increased the threat of agent burnout and turnover. Business leaders will have to rely on technology to enable agent productivity and prioritize their well-being.

portuguese landing page 36 portuguese landing page 36

TREND 5
Experiences move from automation to prediction

Artificial intelligence bots have proven to be valuable tools for increasing agent resources. However, companies that leverage the potential of AI to anticipate customer needs and delight customers at scale will stay ahead of the curve.

portuguese landing page 35 portuguese landing page 35