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The CXO Guide: Digital Transformation in Contact Centers


Today, the battle for survival in the corporate world is more competitive than ever before. The battleground? Delivering winning customer experiences (CX). According to the ‘2017 Gartner Customer Experience in Marketing’ survey, more than two-thirds of marketers say their companies compete mostly on the basis of CX, and in two years’ time, 81% expect that they will compete entirely on the basis of CX.

One cannot discuss customer experience without talking about contact centers. Contact centers are invariably the first line of contact that a customer has with a business; it’s also often the only interface that they have with an enterprise. The impetus to create a favorable and lasting impression with the customer has propelled the contact center industry to reinvent itself and to seek newer and bigger opportunities. Which explains its phenomenal growth over the years. From a niche industry in the 1980s to an estimated $407.1 billion by 2022, call centers, now called contact centers, have come a long way.

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