Everybody accepts that your revenue and competitive survival depends on how much you value your customer. However, it hasn’t always been that way. Bad customer experience has become the reliable fuel of stand-up comedy, but on a serious note, it stands to spoil a full 30% of digital business projects, according to Gartner. AI customer service is progressing in the AI industry to offer customers an exceptional customer experience.
None of us wants to feel the impact of that prediction. What exactly a business should do to achieve customer-centricity and enhance customer experience? Simply, you must excel at every interaction the customer has with your company, according to Olive Huang, Research Director at Gartner, quoted in a Smarter with Gartner article written by Laurence Goasduff.
What is Artificial Intelligence?
In a nutshell, artificial intelligence (AI) is a technology that is meant to imitate human psychology and intelligence. It is a computer science field focused on creating machines that seem like they possess human intelligence. We call these machines’ intelligence “artificial” because humans create it, and it does not exist naturally.
Technology, by delivering innovations has empowered customers, users, and employees as never before. They are taking full advantage of these advancements; they’re not only vocal about their experiences, they’re also volatile enough to jump ship of their concerns are not addressed.
According to Huang, your business results are pivoted on your brand’s ability and retain and acquire customers.
It appears simple and sufficiently logical, however, performing the mandates is a far cry from simple when it comes to customer experience. Interactions where you have to excel range from a marketing campaign, to contact center interactions to invoices and deliveries; that is to say every interaction of a company with those who work for it and who purchase its products. It is an expensive mandate and a life-or-death business challenge. Low customer satisfaction is lethal for a business.
In reality, there are two sides to the idea of enhancing the customer experience, one is the will, and the other is the means. Luckily, technology is…