It's time to refocus
A revised look at self-service digital channels and consumers.
With the ubiquity of smartphones, voice-based digital assistants, and an endless array of digital applications, an increasing number of consumers want to connect with a product, brand, or service without speaking or interacting with a human.
For many tasks or actions, customers who use a digital channel with no human intervention can find the interaction to be more convenient, less intrusive, and less time consuming than trying to accomplish the task by speaking or interacting with a human.
This research served as a significant tool to quantify CSPs’ use of customer journey KPIs, the amount of financial investment into specific digital initiatives, and the rate of utilization of digital and live-agent channels.
This paper summarizes the results of a global research by Amdocs, revealing that:
- Digital first interactions are not meeting expectations
- Despite CSP investment into gigital channels, end-to-end experiences are not commonplace
- CSPs’ challenges with delivering an end-to-end digital experience
- The benefits of improving digital solutions AND human interactions
