What's driving customer experience in 2019 and beyond?

By 2020, 70% of purchasing decisions will be based on the customer experience, according to research carried out by CISCO. To stay ahead of their competitors, businesses must invest in exceptional experiences that resonate with the brand and go beyond the expectations of customers. We take a look at four major factors. Conservations start with artificial intelligence Increasing numbers of first interactions are now handled by artificial intelligence, whether through triaging customers on the phone or via interactions with chatbots on Messenger. Gartner believes that 85% of consumer interactions will be non-human by 2020.