Some thought leaders are calling this the era of customer centricity. Some brands are celebrating their commitment to elevating customer experiences. Consumers are not. Fewer than 20% feel the experience has improved over the past year, with satisfaction scores coming in especially low for self-service and digital options.
The sobering outlook does, however, provide a silver lining: companies that can successfully transform their CX operations will distance themselves from the pack and becoming trend setters rather than settlers.
AI can play a pivotal role in this transformation, but only if you follow some important strategic and technological recommendations. This report provides the necessary guidance.
- Three mistakes that will ruin your customer experience, no matter how big your technology budget
- Why some companies should "be careful what they wish for" when it comes to AI
- Four keys to a successful AI-led CX transformation
- Must-read tips for augmenting human performance in the age of AI