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Analysts See the Shift and They Recognize Our Role
Independent analysts are unanimous in their assessment: the contact centre has become the frontline of customer experience. Gartner highlights that customer service is now a differentiator as important as product or price. Everest Group reinforces this, noting that enterprises must transform their contact centres into experience hubs powered by AI, analytics, and human-in-the-loop empathy.
It is not just theory. Both Gartner and Everest have recognized Datamatics as a key enabler of this shift, citing our ability to combine digital technologies, intelligent operations, and global delivery models to create measurable customer impact.
What Our Customers Expect Today
Our customers operate across retail, insurance, government, healthcare, and financial services. Spread across the US, UK, Europe, Asia, and the Philippines, they serve millions of end-users every year.
Across industries, the message is the same: support is no longer enough.
- A global retailer needs 24x7 multilingual, omnichannel support to handle surges of 70–150% during seasonal peaks. Shoppers expect to start a query on Facebook, follow up on Twitter, and close it on chat without repeating themselves.
- A government agency handling millions of citizen requests annually requires empathy and efficiency together. Citizens cannot wait in queues or explain their problem multiple times continuity is a non-negotiable.
- An insurer needs predictive reminders about renewals, claim updates before escalation, and proactive fraud checks. For policyholders, service is as important as the policy itself.
- A healthcare network serving patients across the US expects secure handling of sensitive data, but with compassion and a human voice guiding anxious customers.
Whether retail, public sector, or healthcare, expectations converge: AI-driven efficiency, proactive engagement, seamless omnichannel journeys, and human empathy in the loop.
How Datamatics Is Enabling the Shift
We have built and delivered future-ready customer service models for enterprises across industries. While every client has unique priorities, our approach consistently delivers five outcomes:
- Omnichannel Continuity
Customers want one journey, not fragmented channels.
We deliver 24x7 multilingual support across voice, chat, email, and social.
A shopper switching from mobile app chat to phone line doesn’t need to repeat their story context travels across channels.
- AI-Powered Efficiency + Human Empathy
Conversational bots deflect 15–35% of routine inquiries (order status, refunds, FAQs).
Agent assist and automated QA guide live agents with the “next best action.”
Every sensitive case healthcare queries, financial claims, citizen issues retains a human-in-the-loop for empathy and judgment.
- Proactive Engagement
Predictive analytics identify bottlenecks a delayed shipment, a failed transaction, a refund cycle running too long.
Customers are informed before they need to escalate.
This not only builds trust but reduces churn and repeat contacts.
- Global, Scalable Delivery Model
Our multi-hub strategy spans the UK/EU, Egypt, India, and the Philippines.
This ensures cultural alignment, resilience, and surge capacity.
For one global retailer, this allowed a smooth TUPE workforce transfer in Europe while simultaneously standing up 350+ FTEs across four hubs.
- Outcome-Driven Metrics
5–10% CSAT uplift and 1–2 NPS point increase in the first year.
20–30% spend reduction over three years.
Up to 58% run-cost savings from automation-led deflection.
For a large government fund, these improvements translated into handling over 3 million interactions annually with faster turnaround and higher satisfaction.
The Transition Approach That Works
Our delivery model is designed to de-risk and future-proof transformation:
- Phase 1: Transition & Stabilize – Smooth transfer of incumbent staff, compliance with local labour (ILO), governance set-up, training, and knowledge transfer.
- Phase 2: Optimize – Introduce AI analytics, workflow optimization, and real-time performance tracking.
- Phase 3: Automate & Scale – Implement conversational bots, translation services, sentiment analytics, and auto-QA for 100% interaction coverage.
This phased approach means clients see early wins (like 5% AHT reduction, 2% FCR improvement) while laying the foundation for bigger gains (20–25% call deflection, 40% efficiency lift by year two).
Why Enterprises Must Act Now
- Competition is unforgiving
Today, customers don’t compare you with your nearest competitor they compare you with the best experience they’ve ever had. A shopper in London expects the same one-click checkout and instant refund that they see from a global e-commerce giant. A policyholder in the U.S. expects proactive claims updates like they get from their bank app. If your contact centre lags, even slightly, customers switch in seconds. Loyalty is now fluid and enterprises that don’t raise their game will lose share to those who do.
- Digital-native customers are impatient
Millennials and Gen Z now make up the majority of digital consumers worldwide. They live in an “always-on” economy where waiting in a queue or repeating information feels unacceptable. Research shows that one in three customers will abandon a brand after a single bad experience and digital natives abandon even faster. They expect continuity across channels: if they start a complaint on Facebook and call the hotline, the agent must know the history. A disjointed experience isn’t just frustrating; it’s a deal-breaker.
- AI has raised the bar
The rise of AI-driven experiences has fundamentally shifted expectations. Customers now assume that interactions will be fast, personalized, and available 24/7. But while automation can deliver speed, it cannot replace empathy. A refund query can be automated, but a distressed patient or citizen still needs a human voice to reassure them. The winners will be those who blend AI efficiency with human empathy, offering both speed and sensitivity. In this new reality, speed and personalization are table stakes empathy is the true differentiator.
Conclusion: Analysts Validate the Shift, Customers Prove It
As Gartner and Everest Group both emphasize, the contact centre is no longer a cost overhead. It is the frontline of customer experience and brand loyalty.
Datamatics has been recognized in their frameworks for our ability to combine AI, automation, and human empathy with global delivery models and our customers prove it every day.
From retail to government, insurance to healthcare, enterprises are already transforming their contact centres into experience hubs and revenue centres with Datamatics. This is the great shift and it is here to stay.