Contact centres have evolved to prioritize ‘customer experience.’ They now include AI agents, shift from reactive to proactive, and focus on personalized interactions. The digital-first customer experience involves customer engagement through various digital channels like chatbots and social media.

Data is crucial in the digital-first customer experience, capturing all customer interactions. AI plays a significant role by analyzing data, predicting customer needs, and providing agents with customer information. GenAI enhances self-service capabilities and provides analytics for supervisors to improve customer interactions.

Organizations are adapting to meet customer demands for digital-first experiences post-pandemic. Customers want access to multiple digital channels, recognition regardless of the channel they use, and a seamless experience. Implementing a digital-first customer experience involves mapping the customer journey and analyzing customer data.

Vendors like Cisco and RingCentral are incorporating AI into their contact centre offers to enhance customer satisfaction and operational efficiency. The rapid introduction of new capabilities in the contact centre space promises richer digital-first customer experiences in the future.

Read more at Yahoo Finance: Digital-first customer experience is transforming customer service