In this video, the next in our series on Transforming Customer Experiences, Vit Horky, Sr. Director, Digital Experience, talks about the fundamental changes taking place in the customer service market as the result of newly arriving technologies and changes in consumer behaviors.
He discusses the increasing role technology plays in our lives and how artificial intelligence (AI), natural language processing (NLP) and robotic process automation (RPA) play in customer service. He also outlines the increasing importance of digital channels in supporting customers via the channels they prefer.
Vit describes how technology like chatbots are driving greater efficiencies and cost savings for contact centers. He nets out 3 key takeaways for customer service organizations:
1.Successful companies will drive new revenues and manage costs by moving customer service to digital channels
Chris leads product marketing, campaign strategy, and market intelligence for NICE inContact. He has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. Prior to NICE inContact, Chris led marketing for ecommerce and customer experience solutions at Rackspace and held various leadership roles at IBM and SailPoint (prior to its $2B+ IPO).