Key insights from CCW Dubai 2017

Key insights from CCW Dubai 2017


08 October 2020

CCW, Dubai hosted by IQPC was a confluence of leaders from various countries and sectors and there were great interactions where people shared their experiences and expectations.

While the two days were packed with various speakers and roundtable discussions, there were a lot of interesting exchanges outside the hall, as well. The broad insights from the discussions are:

Omnichannel: Transforming Customer Experience

We heard from companies that have deployed omnichannel and are able to notice visible benefits. We discussed with companies who had some concerns and the discussions helped them demystify the concerns and reinforce the benefits. Let us take a look at the features of C-Zentrix omnichannel and we can relate the subsequent benefits

 Interaction History: With C-Zentrix Omnichannel, you can get complete interaction history from all the channels – Voice, Chat, Chatbot, Email, Social (Facebook, Twitter, Instagram) and self-service. Every time customer makes an interaction with your organisation, your agents are aware of all the previous interactions.

 During the various discussions the benefits were outlined. With the salient features mentioned above, it is not difficult to see the benefits.

 We heard in various discussions what should be the readiness of organisation and what needs to be done by the organisation to adopt omnichannel. To be honest the answer is not limited to technology. It transcends over human capital, financial incentives, culture and transformation. While there are some basic questionnaire but we would like to get involved for a detailed consultation and partner you in your transformation.

By providing customers a seamless interaction at all touch points in their journey, contact centers transform from cost centers to revenue drivers, gaining impressive top-line growth and customer loyalty in the process. This is the long term gain with omnichannel customer service.


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