Special Report: Humanizing Digital CX with AI and Automation

Digital engagement has not only become second nature to customers but a highly personal medium. Customers now text their closest friends and family members to share news about their lives and make plans for the future. However, when using digital channels for customer service interactions, that personal nature seems to be somewhat lost.

Many customers go straight to the phone channel when things feel complicated, completely bypassing the digital counterpart they use most in their daily life. When CCW Digital asked organizations what steps they are currently taking to improve the use of and/or comfort with digital customer engagement options, the majority stated elevating quality standards in digital to improve customer satisfaction and trust. 

To actually do this, organizations must start with a human-centered approach. If companies can translate human qualities into digital interactions, they can elevate the experience and promote purposeful communication across all channels.

With AI and automation, companies can remove inefficiencies throughout the experience to promote better interactions with more engaged agents. As they establish an attentive frontline, organizations can finally deliver the level of personal support customers are seeking, no matter the channel.

This report will cover:

• The importance of humanizing digital customer experiences
• The role AI and automation play in facilitating a heightened level of support
• How organizations can empower their frontline to deliver exceptional digital experiences