Sign up to save tools and stay up to date with the latest in AI
bg
bg
1

Customers Expect More Today—How AI Can Help Brands Deliver

Mar 04, 2024 - forbes.com
The article discusses the challenges faced by contact centers in meeting the digital expectations of today's customers. It highlights the need for contact centers to modernize and improve their customer service to meet these expectations and support the brands they represent. The article also emphasizes the role of data in understanding customer habits, preferences, and concerns, which can help contact centers provide better customer service and a more comprehensive customer experience (CX).

The article suggests practical steps towards modernization, including cloud adoption and deploying contact-center-as-a-service (CCaaS). It also highlights the potential of AI in improving CX and meeting customer expectations, not just for automation and cost reduction, but also for understanding the customer journey, personalizing engagement, and anticipating customer needs. The article concludes by stating that AI can help contact centers harness data to provide a better CX, empower agents, and reduce agent turnover.

Key takeaways:

  • Customers expect digital experiences from contact centers, but these expectations are often not met due to long waits, friction, and impersonal experiences.
  • Data from digital technologies can help contact centers better understand their customers and improve the customer experience (CX).
  • Cloud adoption and AI are key to modernizing contact centers and meeting customer expectations.
  • AI can help contact centers harness data to understand the customer journey, anticipate customer needs, and improve customer engagement.
View Full Article

Comments (0)

Be the first to comment!