2020 Customer Engagement Omnichannel Virtual Agent 
CSM Magazine
JUNE 12, 2020
According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. In contrast, omnichannels avoid adding new digital technologies to an already siloed system.
Calabrio
JANUARY 6, 2016
By 2020, the number of connected “things” is expected to rise to 30 billion. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. By the year 2020, your washing machine breaks down. The researchers at Gartner estimate that nearly 12.5
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