The changing landscape of customer experience
Customer expectations have been changing and COVID-19 has certainly magnified this shift. Digital channels serve as viable gateways for on-demand support, but as inquiry volumes skyrocket, customer support failures continue to plague most retail and eCommerce companies. Mundane tasks such as tracking order status, changing delivery details, and making exchanges can be automated without flooding your call center – but only with the right AI-powered platform. CX leaders are seeking solutions that can scale and expand to meet unprecedented demand, while still exceeding customer expectations. Are businesses ready for an automated-first support strategy?
- How is AI currently helping agents provide better customer service?
- What types of customer service interactions represent the best opportunities for automated interactions? Has this changed given the current environment?
- What are some strategies for achieving optimal human capital with digital transformation?