Digital transformation projects will continue to disrupt the customer experience in 2019, says Aspect Software

Over the last few years, digital transformation has been one of the biggest buzzwords in business and with organisations understanding the benefits that technologies such as AI, IoT and big-data analytics can bring, projects have been executed, bringing improved efficiencies, cost reductions and improvements to business processes. According to Aspect Software, these projects will continue to dominate in 2019, disrupting the customer experience landscape. “There has been a continued increase on focus of the importance of the customer service function in recent years and organisations are aware of the role technology has to play in this. For this reason, we’ll continue to see technology implementations improving the customer experience,” says Stephen Ball, senior VP Europe & Africa at Aspect, who puts forward the following predictions for 2019: