New Deloitte Digital Research Identifies Effective Behaviors of Contact Center Service Innovators – Press release

“When paired with other performance enablers, Generative AI can help strengthen contact center performance. Those who have adopted the technology are seeing improvements across the board, including in productivity and increased customer satisfaction,” said Jaden Herrin, contact center leader, Deloitte Digital. “While GenAI can help boost efficiency, contact centers understand that their most critical interactions will still require human-to-human communication. Excellence isn’t optional and companies who are seeing the greatest success are the ones effectively melding technology and talent.”

Methodology

The report surveyed 600 respondents (360 in the U.S. and 60 respectively in Australia, Canada, Japan and the U.K.) who are full-time employees of a company with 1,000 or more employees and $100 million or more in annual revenue. Key industries surveyed included: automotive; banking; consumer goods and services; energy; health care and life sciences; hospitality; industrial and resources; insurance; media, entertainment and publishing; retail; and technology and telecommunications. 

Deloitte Digital’s promise: Connecting things in new ways. Across all clients and sectors, we believe great customer experiences create greater impact. That elevating the human experience creates enduring value, for the organization, for the customer, for society, for all. 

Visit https://www.deloittedigital.com/us/en.html or follow Deloitte Digital on LinkedIn, X, or Instagram to learn more. For more details on the future of contact centers and customer experience, view the report here. 

About Deloitte
Deloitte provides industry-leading audit, consulting, tax and advisory services to many of the world’s most admired brands, including nearly 90% of the Fortune 500® and more than 8,500 U.S.-based private companies. At Deloitte, we strive to live our purpose of making an impact that matters by creating trust and confidence in a more equitable society. We leverage our unique blend of business acumen, command of technology, and strategic technology alliances to advise our clients across industries as they build their future. Deloitte is proud to be part of the largest global professional services network serving our clients in the markets that are most important to them. Bringing more than 175 years of service, our network of member firms spans more than 150 countries and territories. Learn how Deloitte’s approximately 457,000 people worldwide connect for impact at www.deloitte.com.