Even before the events of this year consumers and organisations alike were enthusiastically embracing digital channels as a way to augment and improve customer experiences across a range of sectors. Driven by both changing consumer attitudes to communication tools and businesses need to support customers in their new online and digital channels, the use of chat - by both humans and AI "bots" - and other social and messaging channels is rising, presenting both an alternative and an augmentation to traditional voice and email communications.
 
In this session, Maintel's Chief Strategy Office Rufus Grig, reveals some of Maintel's recent consumer research into digital engagement, and provides practical tips in making digital work for your organisation.

• Gain valuable insights into changing consumer attitudes to service over digital channels and understand which channels are most effective for which types of interaction
• Explore how digital channels can aid the move to remote working for contact centre employees
• See how AI driven chatbots can supplement and enhance live interactions