Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Service leaders are trying out AI bots and assistants

Most see AI and virtual assistants as valuable tools

In recent years, no other channel technology has piqued customer service and support leaders' interest more than AI bots and VCAs, according to Gartner's Technology Roadmap Survey. In the survey of 452 service leaders across all industries and business types, respondents showed that confidence is leading more companies to adopt the technologies - with 68% of service leaders reporting they believe AI bots and VCAs will be of significant importance for them and their organizations in the next two years.

The research shows that deploying bots can deliver various benefits to the contact center, including:

• Greater capability and scale
  AI bots are best equipped to resolve the simple issues customers are interested in self-serving in the first place. This allows service reps to focus on the more complex tasks and issues customers need direct help resolving.
• Faster chat speed
  AI bots can drastically reduce customer wait time. For example, one company reported their chatbots responding to customer inquiries within five seconds of customer contact, while their typical service reps take an average of seconds.
• Better gatekeeping
  AI bots can learn to recognize other bots trying to gain access to systems, thus freeing service reps to focus only on actual customers.

"While bots and VCAs are still emergent technologies, many service leaders have been impressed with their potential. As a result, we are seeing more adoption of these technologies into service technology portfolios," said Lauren Villeneuve, advisor at Gartner. "Service organizations that are integrating these technologies - both customer-facing and rep-facing systems - into their operations are using innovation and progressive strategies to ensure the success of the technology. AI bots and VCAs are relatively new in the customer service space, so it's critical that companies evaluate these technologies to ensure they are the right fit for their organization and customers."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)