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It’s time for a more thoughtful approach to technology in CX

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From Call Centre Helper

All too often, businesses have turned to automation as a way to cut costs rather than improve customer experiences. It's time to rethink that paradigm.

In this article, published by Call Centre Helper, TTEC Digital's Maha Meikum Perumal shares his insights into why it's time to take a more thoughtful and deliberate approach to technology integration in the customer experience. 

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“As generative and conversational AI become more advanced, we’ll see more opportunities for technology to influence the customer experience. The key is to use these tools to increase the value of customer connections rather than simply using technology to cut costs.”
Maha Meikum Perumal, Vice President, Head of Delivery and Client Success, TTEC Digital EMEA