Digital transformation is here, and it’s anything but straightforward. 80% of businesses are fast-tracking digital transformation, but 70% of large-scale, complex change programs report falling short of their stated goals. The reason? Lack of preparedness. Let’s change that.
In this eBook from prolific writer and ICMI influencer Roy Atkinson, you’ll discover how to transform people, processes, and technology across the entire business, not just the contact centre. Change management is the only way to achieve successful digital transformation and ultimately deliver better CX at your organisation.
This step-by-step change management guide will help you combine the physical with the digital customer journey and harness enormous insights in the process, leading your contact centre into the future.
The comprehensive eBook reveals:
Get started right now!