Empathy, Expertise and Ethics: Delighting Customers via Augmented AI

When was the last time you walked away from a web, app or phone experience with a service provider, raving about how much you enjoyed the experience? If you have, you're one of the lucky few. Unfortunately, awesome customer experiences are hard to come by. Let's see what the data says. In an oft-cited study a few years ago, Bain & Company reported that 80 percent of B2C companies believe they deliver a "superior experience" to customers.