When AI meets customer service: 5 questions to ask

Many digital transformation efforts still fall short – or miss the mark entirely. According to a recent poll by Wipro Digital, one in five surveyed U.S.-based senior executives say their company's digital transformation is a waste of time. Thirty-five percent cite lack of a clear transformation strategy as a key barrier to achieving full digital potential. When it comes to digitally transforming customer engagement or service programs, however, there is little room for error. According to research from Zendesk, 39 percent of consumers who have a bad service experience will avoid the offending vendor for two years or more.