The digital imperative in customer services - How technology is transforming customer and employee experience to drive business growth

Published by EY

Advanced and continuously evolving technologies — artificial intelligence (AI), machine learning (ML), the internet of things (IoT) and more — are ushering in a new era of rich, personalised customer and employee experiences. And for those organisations who prioritise meaningful tech innovation, the spoils are rich.  

In this guide, we’ll discuss the symbiotic relationship between customer experience, employee experience and business growth. We’ll explore these three things with chapters on: proactive customer services; the rise of the virtual agent; data analytics; omnichannel; personalisation; and sentiment analysis. 

Read the eBook to discover how technology can fuel long term, intelligent business growth and how the Microsoft Services Group, part of the EY-Microsoft Alliance, can help make your journey a successful one. 

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