“There are very few things digital service cannot do… [it helps to empower agents with easy-to-access service solutions and enhances the fluidity of the customers’ journey, for example], but the human touch still remains crucial for creating emotional connections with customers,” said Anna Cook, Managing Director of Service at Sky.

Cook shares her in-depth analysis on what technological advancements mean for customer service teams, how businesses can best respond to rapid change, and why delivering a positive customer experience requires a synergistic relationship between digital and human.

Delve into this expert presentation, delivered at CCW Europe’s November 2021 Exchange event, on digital versus human.

Get free access to key learnings and understand how to:

• Handle customer expectations, rapid technological change, and service delivery in a market that is constantly evolving.
• Invest equally in technology and human interactions.
• Drive positive change in the customer contact industry and achieve seamless customer journeys.