CCW Digital：2024年通过AI和数字化实现服务体验现代化：市场研究报告（英文版）

Despite the universal talk about digital and AI transformations, there remains little uniformity about how brands leverage these new engagement platforms. Some are going all-in on digital, while others remain reliant on the traditional “call center.” Business decisions around channel mixes, moreover, say nothing about how customers are reacting to the proliferation of low- and no-touch digital options. State of Service Transformation HOW COMPANIES ARE USING DIGITAL The term “call center” may