Is your customer experience being undermined by your AI strategy?

The digital era has brought with it an explosion of communication platforms. From WhatsApp to email, Snapchat to Instagram, live chat to instant messaging; there are many ways we can engage with one another and with organisations. Yet despite – or perhaps because of – this proliferation, brands are facing an increasingly uphill battle to deliver great customer experiences. Too often, the challenge of operating at a global scale is at odds with providing more personalised service. More often than not, there is now a significant disconnect between what brands think they are delivering and what customers expect when comes to their customer experience. Indeed, our research report'The Good, The Bot and The Customer Experience' found that though 80% of senior decision makers in the UK rate their customer service as'excellent', their customers aren't feeling quite the same.