Even in a virtual world, visionary retailers will embrace Where and how those employees are presented and every opportunity to think about what customers need, supported will be the issue. Composed experiences, before they need it. Instead of becoming less human, permissions, and access will be needed to address the leaders in every category will have access to data to guide customer journey, which will be forever changing. An consumers throughout their journey. Voice interactions open, extensible, and tightly integrated approach to may not be with a live human, but voice interactions (and communications and collaboration will be foundational. authentication) will feel nothing but natural. And if a voice With the introduction of customer data platforms (or interaction escalates beyond the voicebot, a live agent/ looking ahead, global customer data/account profiles), brand/company advisor/expert will take over and have customer journeys will be visible to every employee across instant access and understanding of the context. the organization. And the right communications will be key to the future of secure, hyper-individualized, proactive, and dynamic customer engagement. “By sharing ownership of the customer experience with a broader base of employees, organizations can solve issues faster, offer wider channel availability and support, and deliver more consistent customer experiences.” Contact Center Predictions for 2023 and Beyond 18