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The future of CX:
Invisible and
Seamless
Personalisation

The right technologies can create a channel-less
mix of human and digital interaction

A Frost & Sullivan White Paper

The Future of Customer Experience

A Frost & Sullivan White Paper

Well-renowned Frost & Sullivan have produced a white paper commissioned by Odigo. With a 60-year history of providing businesses with actionable insights and growth strategies, this is an opportunity for businesses to get an independent view on the future of customer experience (CX).

The Future of Customer Experience: Invisible and Seamless Personalisation focusses on four key themes:

  • Self-service and interconnected channels
  • The importance of personalisation and context for customers
  • The new normal in customer service standards
  • The future of CX
Frost & Sullivan white paper
Chapter 1: Hyper Personalisation, Automation and Self-service

Chapter 1: Hyper Personalisation, Automation and Self-service

Customer expectations are at an all-time high, and companies must ensure that they deploy the right personalisation strategies to satisfy customer demands. The right technology can help businesses meet these challenges and deliver it hand-in-hand with cost efficiencies and increased agent satisfaction.

Chapter 2: Customer Behaviour is dynamic and context-based

Chapter 2: Customer Behaviour is dynamic and context-based

To really understand, connect and deliver personalised customer experiences, harnessing data is crucial. With an ever increasing volume of data, differentiation hinges on effective data strategies. Find out about the symbiotic relationship between data and AI in the second video of this 4 part series.

Chapter 3: Adapting to a new normal in customer service standards

Chapter 3: Adapting to a new normal in customer service standards

Speed and self-service are customer expectations that can be met through the use of AI-infused services. Automation leads to a satisfying customer experience and free up agents to help with complex issues. Learn how organisations can meet customers where they are, and how seamless, channel-less journeys are the future.

Chapter 4: The rise of the super-agent

Chapter 4: The rise of the super-agent

Cross-skilled super agents will help build more resilience and reactivity into contact centres. When relieved of repetitive tasks, increased satisfaction help agents understand their role in the process and bring value to their interactions with customers. By providing agents with job satisfaction, companies will save on recruitment and training.

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