The report is no longer available from imimobile, but you can watch our Future of CX webcast with Forrester, British Gas and Tradebe.
In our webcast, guest speaker Julie Ask - Vice President, Principal Analyst at Forrester, gives an overview of the need to engage and serve customers on their preferred channels - talking through the latest research, benefits for the business, and headwinds that stand in the way.
The session is joined by panelists from British Gas and Tradbe, who share key considerations and advice for adopting digital messaging channels.
- Tradebe gives tips on building your business case, showing value to every department, and training customer service agents to deliver a more human experience.
- British Gas shares insight on how they use Apple Business Chat and WhatsApp Business to deflect calls and improve NPS, while offering advice on why take a use-case-driven approach to deployment.
Access the webcast by clicking the button below.