Reshaping Customer Experiences: Lessons from the Pandemic

Download the white paper from the Institute for Digital Transformation, in association with Amelia, for best practices and lessons learned.

How has the pandemic impacted companies' customer experiences, how did companies respond, and how are they leveraging emerging technologies such as Conversational AI to counter disruptions and move beyond them post-pandemic?

The Institute for Digital Transformation, in association with Amelia, hosted a series of Executive Roundtables to explore these areas and more. These conversations formed the basis of a new report, Reshaping the Customer Experience: Lessons from the Pandemic.

The report's findings show that there is a direct relationship between where/how decisions got made and organizational survival. This report can help you and your company answer the question: “Did we get it right?"

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The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

In this white paper, we examine the benefits of an Intelligent Contact Center, where companies utilize Conversational AI-powered virtual agents to provide first-line resolution and support for customers, and augment human employees through AI and automation.

Download our paper to learn the benefits of this approach and why current IVR systems simply will not cut it in today’s hyper-paced digital landscape.

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