A few years ago, Walker and a couple of other firms predicted that customer experience (CX) would become the top brand differentiator by 2020. This gave CIOs a bit of time to plan how to ensure a top-quality customer experience. Based on other research I have seen and conversations with C-level executives, 2020 came early and CX is already the top differentiator.
Great experiences drive loyalty up, bad experiences drive customers away
CIOs need to understand that CX improvements are driven by new technology, particularly in the contact center, as this is often the first point of communication between a customer and a business when there is an inquiry or a problem. Have a problem with your flight? Start chatting with your airline’s contact center. There’s an issue with your credit card? Call your bank’s contact center. The product you ordered online is broken? Send a text message to the retailer’s contact center.
Read More from This Article: Practical AI in the contact center starts with agent assistance
Source: News