The Future of Customer Service
Customer experience is always evolving. It’s not just about meeting your customers where they are, but anticipating where they are going, what they will need, and how your brand can best support them.
Over the past few decades, customer experience has become a major priority for businesses. For many industries, customer experience is the top differentiator between brands and therefore can have great impact on customer loyalty and revenue. By approaching all business decisions through a customer-centric lens, brands can begin to understand the complexity and interconnectedness that all customer touchpoints (and behind-the scenes processes) have on it.
Once a company recognizes the value of customer experience, a customer journey map can be used to evaluate its current state. Typically, companies will find huge pain points caused by existing processes and technology, such as legacy automation, IVR, and DTMF/ touch tone systems. While these systems were once the standard used to route and deflect calls, they are no longer adequate to meet the evolving expectations of consumers. That’s where digital transformation with Conversational AI comes into play.
Digital Transformation is the process of taking traditional business processes and adapting them to the digital first world. For customer experience, this means utilizing Conversational AI to elevate customer experience with effortless and productive automated conversations. But there’s more to this technology than just what the customer hears (or sees), as you will learn about in this whitepaper. Customer experience technology should go beyond the contact center.