You can’t improve what you don’t measure, so the need for capturing customer feedback at key interaction points along the customer journey is greater than ever. A properly implemented VoC platform helps identify the most pressing opportunities for CX enhancement.
Instead of satisfying all customer demands, analyse the VoC determined true customer needs.
Chatbots and virtual assistants have reached peak interest in the enterprise as the most common uses for AI. With so much hype around this technology, an increasing number of CX leaders are under pressure to include them in the wider CX strategy, despite lacking knowledge of best practice.
To improve customer experience, avoid pitfalls and reduce costs, application leaders need to choose the right conversational platform as the enabling technology for developing chatbots and VAs.
Business and architectural models for digital commerce continue to evolve. Application leaders responsible for digital commerce technologies must anticipate the changing landscape by adapting their strategies, practices and roadmaps.
Take advantage of digital commerce solutions that allow for flexibility in deployment models. Evaluate and adopt new payment methods and systems for both B2B and B2C customers. Understand and exploit the opportunities that are present in existing customer pain points.
Your organization does not need an "AI" — it needs solutions to business issues.
Do you know where to start your AI journey to enhance the customer experience?
Application leaders supporting customer experience must have a firm grasp on how to elevate AI CX initiatives into a clear business case that optimizes business outcomes and enhances the customer experience.