In the customer journey, artificial intelligence is not set to replace human engagement, but rather to enhance and underpin it
AI is by far the biggest hype I have seen in my career, and for good reason. It could revolutionize customer experience at a time when experience and service are in the final frontier in differentiation.
In the entire digital transformation of the world, we are spending over $1.2 trillion next year, and $6 trillion over the next four years. Much of this spend will focus on technologies that allow the enterprise to differentiate in the market and deliver exceptional customer experience.
An emerging Gen Z employee and customer base is changing engagement models with companies, using more channels and more self-service options. Customers around the world are using a variety of channels – with 97% of customers saying they are multi-channel users, and each customer using 5.6 channels on average.
By 2020, virtually all of the people who call in to a contact center will have already been on one of the organization’s other channels. When they call you, they have been trying to self serve themselves …read more