103 How will customer expectations change over the next few years? Rightfully, customers have always demanded first contact resolution, but they have historically been understanding about the complexity of business, and flexible when necessary. However, that is changing. Now that they have experienced what a difference using the right digital technology can make when it comes to communications, they will demand companies always offer the best possible customer experience. Technology is always evolving, and at some point, every new innovation will become standard; what is new now will eventually become an expectation. That’s why 80 per cent of companies think they offer great service, but only eight per cent of their customers agree. To some extent, elements such as personalisation, new routing principles and self-service capabilities are optional for many businesses now, but they will all be expected by customers soon. What role will digital technology play in helping businesses to adapt and remain successful? New digital technologies have opened up a world full of possibilities for companies that want to put customers first and execute excellent engagements. Microsoft Teams, for example, has a potentially groundbreaking future in the workplace. When it is natively integrated with a full communication platform like Anywhere365, it will dissolve the gap between traditional contact centre agents and their colleagues by bringing contact centre capabilities to all employees across an organisation. This means traditional contact centre activities will be absorbed by all departments, driving greater productivity and significantly improving customer experiences. How will you evolve Anywhere365’s solutions to ensure it can continue to help businesses prepare for the future? Anywhere365 is always innovating to find the next big thing that will create better experiences for both employees and customers. We invest heavily to improve personalisation methods, integrations with data systems, self-service capabilities, artificial intelligence offerings, and more. In addition, we’re working closely with Microsoft to prepare a new offering for its platform. This will bring our technology to the next level. We’re also extending our global partner-led strategy, which forms the cornerstone of our business. Channel partners have always been at the heart of our organisation but given our exponential growth, we launched the Anywhere365 Partner Program to provide them with more structure, support and guidance. The programme also supports the fully automated deployment of our services – I’m very proud of this and believe it’s groundbreaking for both us and our partners. Our ultimate goal is to work together to make Anywhere365 the dialogue routing hub of choice for the Microsoft ecosystem, and to help customers accelerate their journey to success.
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