CX & Conversational Commerce - Reaching a Sweet Spot in CX Through Blended AI - Voxpro - Global Customer Experience Outsourcer

In an increasing digitalized world, consumers are expecting interactions via all communication levels and platforms such as personalized emails to in-app and web-based chat services. In addition to ease of communication, consumers are also expecting this service at a fast pace. Chris Messina, a previous developer at Uber, coined the term conversational commerce in 2015. The term lives strong today through players such as WhatsApp, Siri, Google Nest and Amazon Echo who are changing the way we shop. These "concierge" services make online shopping more convenient and personalized for all of us on-the-go.