Digital-first customer experience is transforming customer service

In the last few years contact centres have profoundly transformed, steadily yielding to the broader concept of 'customer experience'. Contact centres are converting from only having live agents to including AI agents, from reactive to proactive, from transaction-oriented to relationship-oriented, and from generic to deeply personalised. Central to this transformation is the digital-first customer experience, which involves customers interacting with an organisation through digital channels such as live ch ...