Automating and Scaling the Soft Skills Critical to Customer Experience in a Digital-First World
The pandemic accelerated companies’ shift to support customers in digital channels while changing buyer behavior and altering the way customer engagement teams work. At the crux of this transformation is that customers are coming to digital channels in unprecedented numbers, and they’re bringing skyrocketing expectations with them. The problem, however, is that companies have a limited set of resources to engage with customers. This widening gap between customer expectations and the results an enterprise can deliver is the Engagement Capacity Gap.