Gartner Research

Product Managers’ Guide to Using Conversational Platforms to Improve CX

Published: 12 April 2019

ID: G00373663

Analyst(s): Jessica Ekholm , Adrian Lee


Enterprise applications demand continual customer experience improvement across multiple channels. Product managers of B2B software can use conversational platforms to increase user satisfaction, contextual awareness and multichannel capabilities of the overall customer experience.

Table Of Contents
  • Key Challenges


  • Enterprises Use Conversational AI Primarily for CX Use Cases


  • Use the Sense, Think, Do Framework to Accelerate Your Conversational AI/CX Journey
    • Step 1: Start With the Basics
    • Step 2: Sense — Use Conversational AI to Deepen Your Customer Understanding
    • Step 3: Think — Use Conversational AI to Explain, Guide and Recommend
    • Step 4: Do — Evaluate Opportunities Around Leveraging Conversational AI for Content Creation
    • Step 5: Sense, Think and Do — Integrating Conversational Platforms
  • What Should Product Managers Do Next?

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