Interactive Intelligence identifies 5 trends that will disrupt customer service in 2016

INDIANAPOLIS – Interactive Intelligence Group on Thursday shared its predictions for the five trends that will disrupt customer service in 2016. A massive 89% of companies plan to compete primarily on the basis of the customer experience by 2016, which is a dramatic increase since 2014 (36%) and 2015 (58%). “It’s clear that companies are making customer interaction experiences a priority, and the trends we’ve identified will be critical if businesses want to stay competitive,” stated Donald Brown, Interactive Intelligence CEO. “Of note is that all these trends rely heavily on the cloud, analytics and big data. These now form the underpinnings of nearly all things customer experience-related and will continue to be key components of any successful customer engagement strategy.” 1. Customer-Centricity Breaks Down Silos Between the Contact Center,…


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