Sanjay Gupta, MD – South Asia & Middle East, NICE | Technology Senate

In this video:
Sanjay Gupta, MD – South Asia & Middle East, NICE
Topic: Digital Adoption – 5 Essentials of Frictionless CX

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Key Highlights:
+ ‌68% consumers feel that digital is an afterthought
+ ‌With digitalisation increasing, the customer demands and expectations have changed over time. Today, most customers look for a personalised experience
+ ‌81% of consumers start their journey with digital platforms like websites or simply Google
+ ‌5 pillars to create a frictionless experience are – digital entry points, journey orchestration, smart self-service, prepared agents, complete performance
+ ‌To give your customers a smart start to their journey, drive them to your ‘content’, then try to know what they’re actually looking for. And, finally, drive them to you website for a definitive solution