From the course: Amazon Q in Connect: GenAI Contact Center
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Offer digital channels - Amazon Web Services (AWS) Tutorial
From the course: Amazon Q in Connect: GenAI Contact Center
Offer digital channels
- [Present] To delight customers, an omnichannel experience includes creating connected experiences across multiple channels. According to McKinsey and Company's research in March 2023, customers engage in multiple channels. If we want to deliver exceptional personalized experiences, we need to understand what is important for each customer, from Gen Z to Boomers. In a podcast, McKinsey and Company partner Brian Blackader shared a key insight that digital savvy Gen Z prefer telephone to resolve a problem, and for less informal communications, they prefer to communicate with text messages. Since data is our motivator for creating omni-channel experiences, brands can note of the best communication channel to serve the needs of different customers and design the customer journey accordingly. McKinsey and Company's customer survey in May 2023 highlighted that customers preferred service with a personal touch. For Boomers, phone is more personal and is their first preference, and the rest…
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