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Practical AI in the contact center starts with agent assistance

March 5, 2019

Via: CIO

A few years ago, Walker and a couple of other firms predicted that customer experience (CX) would become the top brand differentiator by 2020. This gave CIOs a bit of time to plan how to ensure a top-quality customer experience. Based on other research I have seen and conversations with C-level executives, 2020 came early and CX is already the top differentiator.

Great experiences drive loyalty up, bad experiences drive customers away

CIOs need to understand that CX improvements are driven by new technology, particularly in the contact center, as this is often the first point of communication between a customer and a business when there is an inquiry or a problem.

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