Technology has revolutionized the customer journey profoundly, fundamentally altering how businesses and consumers interact. The pandemic served to accelerate those changes and customer expectations. With the advent of smartphones, social media, and e-commerce platforms, customers now have instant access to information, products, and services at their fingertips. But how do contact centers play a role in this new customer journey?

Businesses have often struggled to leverage data analytics, artificial intelligence, and personalized marketing to tailor customer experiences along their journey, resulting in lackluster interactions and customer frustrations. This is especially true in contact centers.

Read our position paper to learn:

• What are the significant trends that are influencing the customer experience.
• How can contact centers interact and influence the various stages of the customer journey.
• What are the benefits that can be realized with contact center technologies.

Contact Centers and their technologies must evolve to meet customers on their new journey. Let OpenText help you guide your contact center on its new journey.