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Welcome to 2025 – at least in the digital sense . Over the past two years , businesses worldwide have seen a massive acceleration in consumer demand for digital products and services . And today , digital adoption has reached what was initially expected in 2025 .

Consumers across all demographics have grown accustomed to using digital channels like chatbots , live chat and messaging apps . And these digital customer service interactions will increase by 40 % in 2021 , predicts Forrester . But it ’ s not just consumer expectations that are changing . The way we work is changing .

Contents

• Challenges in delivering customer service

• Helping customers help themselves

• Enhancing the employee experience everywhere

• Overloaded by open enrolment

Personalized experiences at scale – a competitive edge

Millions of customer support agents have been forced to work remotely . And many companies are determining if these agents should return to the contact center , keep working remotely or establish a more flexible hybrid approach .

Contact centers now face an estimated three times more interactions without an increase in employee headcount . Selfservice technologies are handling many of these interactions , with more complex inquiries going to human agents .

But these digital technologies aren ’ t to be taken lightly .

Eighty percent of customers now consider their experience with a company to be as important as its product . That means companies must engage smarter – combining the best of artificial intelligence ( AI ) and human support so customers and employees get what they need the first time , every time . �

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