Top Contact Center Stories of 2016
Out With Omnichannel, In With Digital Transformation
The title of a Dec. 28, 2016, Wall Street Journal blog tells the story: "The Year Ahead: Digital Transformation Tops CIO Agenda for 2017." Reporter Steven Norton opened the piece by saying that CIOs find themselves in the thick of their firms' digital transformation efforts, in which pervasive computing becomes integrated into every aspect of the business, and changes them all.
Discussion of digital transformation could be found across No Jitter in 2016, not only in contact center-related articles but elsewhere, including in a September slideshow. Of particular note are two articles I wrote highlighting the customer experience elements of digital transformation initiatives at Canadian banks Tangerine, an all-digital operation (read article) and Royal Bank of Canada, which offers a video banking application for small and medium-sized businesses (read article).
Digital transformation meets customer experience