Winning and retaining customer loyalty is vital for every business. In the face of increasing competition and more demanding consumers, organizations therefore need to go beyond simply delivering excellent service and put customers at the heart of what they do. They must provide a consistent, high quality and personalized experience across every channel and touchpoint.
The rise of the Internet of Things (IoT) promises to dramatically change the relationship between people and technology. By "smartifying" all sort of devices, from white goods to lamp posts, to communicate without the need for human intervention the IoT will automate many routine tasks, making life easier for everyone.
Given its importance to the bottom line, customer experience is high on the priority list of CEOs, CMOs and CIOs alike. Research from Gartner found that nearly a third (31%) of CEOs had customer projects as their number one strategic priority for this year, and 37% said that customer experience management was their most important area of technology investment over the next 5 years.
The insurance industry is facing enormous pressures. Customer expectations are rising, regulation is increasing and digital transformation is fundamentally changing how insurers operate, while lowering the barriers to entry for new competitors. No wonder that a new article from McKinsey is headlined “Time for insurance companies to face digital reality.”
Digital transformation has radically disrupted the retail sector. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers.
So far in this three part series covering artificial intelligence (AI) in customer experience I’ve explained the difference between bots and chatbots and some of the key concepts that you need to know about. In this third part I’ll finish my list of terms and describe how they can deliver an improved customer experience
Following last week’s blog introducing artificial intelligence (AI) and explaining the difference between bots and chatbots, in my next two posts I want to explore the types of AI and how they can be applied in customer experience. Firstly, here are four key terms that you need to know
Talk of artificial intelligence and chatbots is currently everywhere in the customer experience market, with analysts, commentators and vendors all discussing the benefits that this type of technology can provide to brands and their customers. But what do the terms bot, chatbot and artificial intelligence actually mean – and how can they improve your customer experience?
Customers today want fast answers to their questions and to have a seamless, informed conversation with companies, whatever their request might be. This is especially true in Asia Pacific, with research finding that APAC consumers are far ahead of those in other regions.
Ahead of next week's Institute of Customer Service (ICS) annual conference, new research spells out the enormous cost of poor service to brands. Figures from the UK’s Ombudsman Service found that it registered 55 million complaints over the last 12 months - costing UK businesses £37 billion as customers vote with their feet and move to alternative suppliers.