By reorienting the mission of customer service around enhancing value for each individual customer, your contact center can become the human heart of your digital business—driving results for both customers and the business.

As the acute challenges of the pandemic recede, the time is ripe and the motivation is clear for customer service leaders to heed the lessons of 2020 and drive improvements and differentiation going forward.

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Through our 2021 Global Contact Center Survey and our ongoing interactions with clients, we’ve identified five trends that contact center leaders are adopting to spark better operations, provide better customer experiences, and help drive growth:

  • Agile service
  • AI everywhere
  • Distributed workplaces
  • From every channel to the right channel
  • Focusing on value

Leading brands are making bold moves today to help solve customer service needs of tomorrow. Read more in our new POV, From cost center to experience hub. Tapping the potential of customer service to help drive business growth.


32%

of surveyed organizations were running contact center technologies in cloud at the end of 2020. But 75% expect to make the move within the next two years

79%

of contact center leaders plan to invest in greater AI capabilities in the next two years

36%

of leaders today say that despite the ongoing proliferation of service “front doors,” customers have stuck with the same, familiar channels—primarily phone, the most expensive channel of all—to reach them

Download the full report

From cost center to experience hub. Tapping the potential of customer service to help drive business growth

Interested? Get in touch

Dounia Senawi
Digital Customer Offering Leader, Deloitte Digital
Principal, Deloitte Consulting LLP
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Andy Haas
Service Transformation Leader, Deloitte Digital
Managing Director, Deloitte Consulting LLP
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Tim McDougal
Contact Center Offering Leader, Deloitte Digital
Managing Director, Deloitte Consulting LLP
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Akhil Tayal
Contact Center Transformation Advisor, Deloitte Digital
Specialist Leader, Deloitte Consulting LLP
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