Page 11 - AeM_October_2020

RESEARCH
ANALYSIS
TRENDS

Customer experience’s road to success

CX has long since become one of the decisive Currently, chatbots are the most customer-friendly
differentiating features of top companies, which technological development: available 24/7, they can
explains why every provider wants to push CX projects solve almost any problem in the blink of an eye. This
forward at full speed. According to Gartner, more than means that limited call center service times and queue
80% of executives believe that in the not-too-distant music should soon be a thing of the past.
future, they will compete based on CX alone, rather
than price. In the context of the growing importance of Companies will also increasingly rely on social media
artificial intelligence (AI), predictions like these suggest such as Facebook Messenger, Twitter, and Instagram
that there will be an enormous need for experience to close the speed gap. By connecting to various
experts in C-level management for the following communication channels and using chatbots, it is
reasons: possible to easily automate and personalize answers,
so that human employees need to invest less time to
Faster communication through AI be more productive. In the future, the focus will also be
on processes that can recognize when a customer
The modern age has created a hyper-connected world cannot cope with a chatbot and employees made of
of real-time experiences and instant feedback with its flesh and blood must intervene. In any case, from the
smart speakers and home appliances. So, to no customer's perspective, everything should be smooth
surprise, consumers demand and expect constantly and effortless.
better service from companies and instant reactions:
they want to conveniently interact with customer X and O data ensure a dynamic experience
services around the clock in the event of problems and economy
receive instant answers. To meet these requirements,
companies are increasingly relying on AI. Gartner even Companies will be more and more successful in
predicts that CX will have the largest share of the AI generating concrete measures from experience (X) and
market this year. operational (O) data by integrating X and O data into
customer interactions.

11 October 2020: Experience Economy: customer-centricity & cross-channel customer interaction