Senior customer service executives continue to struggle to adapt their strategies to meet the ever-increasing customer expectations. So what’s the answer?
Many believe the answer lies in the development and implementation of artificial intelligence technology, used to empower customers to get support via the channels of their choice, including self-service. This may be the way forward, but where does that leave the workforce and the emotional engagement of customers?
This is just one of the questions that the just released report, The Rise of Artificial Intelligence in Customer Service, seeks to answer. Features exclusives articles and interviews with customer service leaders from EA, TD Bank and many more, who have shared their thoughts on the future of AI in customer service.
Kimia Allahverdi, Director of the industry leading Customer Experience Exchange for Travel & Hospitality shares her thoughts on why this report is a must read for all those responsible for the CX strategy, “Whether you‘re in a big global corporate in the financial services industry, an innovator in consumer tech or a digital-only retailer, customer service is king in any and all industries. However in recent years, senior customer contact executives have been struggling to balance ever-changing customer expectations. Specifically, with the rise of innovative technologies, such as RPA, AI and machine learning we are seeing companies really taking control of personalized service at a reduced operational cost. That‘s why in the run-up to the Executive Customer Contact Exchange, we have gathered the thoughts of senior call center executives and created this exclusive report focusing on innovative technologies and the role it plays in today‘s contact center!“