Why do Customer Experience and Conversational AI go hand in hand?

Consumer behavior has witnessed a whirlwind of changes in the past decade. Technological developments have enabled all industries to embrace digital transformation at scale. According to IDC, by 2023, digital transformation investment is expected to approach $7 trillion as companies build on existing strategies and investments, becoming digital-at-scale future enterprises. The Customer Experience Officer has snatched away advertising budgets. Customers no longer care about which celebrity is promoting the products. They demand the finest experience across all touchpoints – online and offline. Experts predict that by 2024, customer experience will overtake price and product as the key brand differentiator. In order to align with the changing customer behavior, brands have shifted their focus from "what we want to sell" to "what the customer wants to buy".