DCX efforts are focused on enabling customers to engage across any channel, such as voice, text, and video, at any time. Rather, they involve the application of emerging technologies like AI and machine learning to improve all facets of customer journeys. Video conferencing continues to emerge as a key DCX technology to enhance interactions, leading to improved customer outcomes and increased sales opportunities, especially as emerging technologies improve the video experience.
The former provides a higher level of engagement for routine inquiries, while the latter provides an immersive experience for high-value engagements, such as portfolio advising, loan applications, or retirement planning. Emerging technologies, including artificial intelligence and machine learning, will add….