Machine Learning Ushers in a New Era of Customer Experience

Customer experience initiatives are getting stuck with quite a few weighty labels lately: next key battleground, primary competitive differentiator, table stakes. And momentum for this topic is not slowing anytime soon. My ongoing personal survey of CMOs and industry analysts continues to land customer experience within the top three marketing and digital transformation priorities this year, as it did last year and the year before that. So it's no wonder companies are looking for every advantage to make their customer experience processes "smarter." Enter machine learning (ML) and cognitive computing.