What customer data elements are most important in increasing customer engagement?
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Why is your organization currently not utilizing AI in your contact center?
We are currently using AI in our contact center19%
Our data is not easily/fully accessible between departments41%
We use conversational AI for web chats, but not for telephony20%
We just can't justify the investment16%
Other (please comment)1%
Say you started at a new company and found out they were using data/analytics in some way that goes against your own personal ethics, but not against company policy. How would you proceed?
What kind of growth opportunities can be offered to data/analytics talent? How do we keep them in the org?
To get up to speed on AI skills needs, are you focusing more on hiring AI talent or upskilling existing talent?
Hiring13%
Upskilling70%
Balanced approach17%
Neither1%
Ultimately, a personalized offering will increase customer engagement. So, in regards to a platform this would look like developing a feature that prioritizes your products based on the order of preferences of the individual customer. For instance, I’d rather use a food ordering app that conveniently prompts me with items based on my past preferences than one that offers me savings and discounts.