Over the last two years, brands were forced to accelerate their digital transformation efforts in just a few short weeks to meet the need for all things contactless.
During that time, customers made purchases and were serviced over digital channels more than ever before. And now, when they reach out to brands for help, expectations are high that the service they receive—be it human or not—is personalized, effortless, and consistent.
According to McKinsey, 75% of people using digital channels for the first time during the pandemic indicated that they would continue to use them when things returned to ‘normal.’
And at our recent virtual summit, “Deliver Service That Meets the Moment,” guest speaker Kate Leggett of Forrester indicated that 88% of contact center decision-makers project their self-service volumes increasing in the next 12 months.” So, it’s more important than ever to equip service teams with the right tools and customer insights to deliver proactive, personalized, and contextual interactions anywhere at any time.
During the virtual summit, Daniel Foppen, director of product management, and Alice Park, senior product manager for Oracle Service, demonstrated how Oracle Service can provide amazing digital-first service experiences.
Customer service has quickly become the face of the brand, now responsible for delivering a holistic brand experience across all channels. Is your service team ready to respond to these new customer demands?
Oracle Advertising and Customer Experience (CX) has assembled a strong ecosystem of partners to help you enable a seamless service experience—one truly built with a digital-first mindset.
Apex IT is proud to be one of these partners. We provide award-winning, global consulting services that transform your customer, employee, citizen, and student experiences.
Apex IT is a 25-year partner of Oracle and a five-time Oracle CX partner of the year Markie Award winner that supports the entire application implementation continuum—from strategy development and implementation to change management and training.
Our EVP, Bryan Hinz, discusses this at the CX Services Summit. He talks about creating business solutions and improving customer service experiences throughout the entire lifecycle by combining your applications and technologies. To watch the video on our YouTube channel, click here.
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Senior Product Marketing Manager, Oracle Advertising and CX