Virtual Customer Assistant (VCA)

The 2019 Customer Interaction Management Landscape Part 1: Market Shifts

Shift in the Playing Fied by Ranganath Krishnamani - Rolling Tire

Image credit: Shift in the playing field by Ranganath Krishnamani, rolling tire

Contact Center Week took place last week in Las Vegas. It is one of the largest events focused on customer service and customer experience and a perfect opportunity to refresh my industry landscape. A lot has happened since last year's update. Several trends have accelerated and are provoking significant market shifts.