The digital future of customer experience: Managing key risks

  • Providing resilient, instant, convenient, proactive, and personalised customer care services is competitively advantageous for business.
  • For some organisations, COVID-19 lockdowns in foreign jurisdictions and cultural differences have prompted a return from offshore outsourced call centres to Australian-based services.
  • How can businesses manage key risks while transforming the customer experience?

Traditional models of customer care are being challenged by the impacts of COVID-19 and the opportunities presented by digital and data-driven transformation.

Many organisations have looked for cost savings by establishing customer service teams offshore. For some, however, service continuity — particularly during widespread COVID-19 lockdowns in foreign jurisdictions — and cultural differences have prompted a return to Australian-based services.

It is also timely for businesses to consider how artificial intelligence (AI) and digital solutions can deliver resilient, instant, convenient, proactive and personalised services throughout the customer journey.

How can businesses manage key risks while transforming the customer experience?

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