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Key Takeaways
The landscape of CX technology has evolved significantly over the past two decades, transitioning from basic phone-based systems to complex, integrated omnichannel solutions.
Contact centres must now balance technology investments with employee and customer expectations amid tightened budgets and increased demands for efficiency.
A primary challenge for captive contact centres is managing diverse expectations from stakeholders, customers, and employees simultaneously.
AI and automation are becoming essential tools for BPOs to enhance service delivery while maintaining cost-effectiveness.
Understanding current technology assets within organisations can prevent duplicate investments and optimise resource allocation.
Flexibility, scalability, and open architecture are crucial criteria for selecting CX technology solutions.
Omnichannel capabilities are now essential for providing a seamless customer experience across various interactio...
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