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  • Conclusion:The future of customer service will rely heavily on automating assistance with targeted empathy1.

    Expect virtual digital assistants to heavily reduce the need for contact centre services and become the preferred choice as a CX channel.

    Amazon’s $100 million investment...

  • Conclusion:One strategy to implement IT-as-a-Service models is to focus on efficiency improvement. This requires shifting focus from control to service improvement. The outcome will be end-user experience enrichment, cost reduction and business/IT operations synchronisation. Failure to do so will force IT to remain a utility provider offering insignificant innovation and

    ...
  • Conclusion: User-centricity, positive customer experiences (CX) and active customer engagement are the necessary central drivers of any business’ digital transformation.

    ...
  • Conclusion: consumers are de facto demanding Omni-channel customer service in digital commerce for its single consistent positive experience but Omni-channel service is only an aspiration for most businesses today.

    • Viable Omni-channel technology and IT architectures exist and are rapidly emerging but insensitive, unknowing business management
    ...

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