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Preparing for the Next Stage of Customer Service and Support

Preparing for the Next Stage of Customer Service and Support

This IDC study provides actionable advice for customer interaction leaders and their counterparts in IT who need to understand the impending demands on their customer service and support capabilities. Organizations will be faced with requirements for supporting the technical demands of 3rd Platform technologies including IoT devices, artificial intelligence, and augmented and artificial reality products. This study provides information on:Customer service and contact center modernizationChanged and increased agent technical abilitiesA timeline for planning purposes"The traditional role of CIOs has been under assault for years. The open question is what it will evolve to be. IDC believes that CIOs have a short window of opportunity to become partners in enterprise innovation strategies for DX by embracing new working relationships with historically siloed business functions," says Fred Magee, adjunct analyst with IDC's Research Network. "One way for many CIOs to incorporate a better understanding of how customers and markets are being reshaped by digital experiences is to learn to think in marketing terms. A critical path to that goal lies in CIOs developing innovative insights about how IT links business goals and outcomes by focusing on the needs of their customer's customer (the business' consumer) rather than simply trying to justify IT value in terms of service efficiency, lower costs, and system availability."

Please Note: Extended description available upon request.

IDC Opinion
In This Study
Situation Overview
Here Comes IoT
Supporting IoT in the Contact Center
IoT as Digital Assets
Channels of Support
Preparing for the Changed Requirements in Customer Handling
On-Premises to Cloud Contact Centers
Multichannel, Cross-Channel, and Context-Aware Channel
Skilled Agents
Future Outlook
Essential Guidance
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