DIGITAL CUSTOMER

SERVICETENDENCIAS

201X

Manuel Serrano OrtegaGerente de Transformación Digitalmanuel.serrano@accenture.com

@manoloserrano

Digital Contact Center

revolution start here

#0WHERE WE ARE

#1WHERE WE GO

1#TrendsCustomer

Experience

2#TrendsMobile First

3#TrendsSpeak to me

4#TrendsLive Tech Support

5#TrendsReality Augmented

6#TrendsDigital Assistant

7#TrendsRe-Humanizing

Care

8#TrendsProactive Care

9#TrendsAuthentification &

Biometric

10#TrendsSecurity

11#TrendsGamification

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EmocionalIntuitivoCualitativoHuman Centric

RacionalAnalítico

CuantitativoBusiness Centric

DIGITAL CUSTOMER SERVICE

VALUE

Customer Experience

Cost Effective

THANK YOU!

Manuel Serrano OrtegaGerente de Transformación Digitalmanuel.serrano@accenture.com

@manoloserrano