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Measuring Success In Omni- Channel Customer Experiences

#artificialintelligence

Digital transformation, artificial intelligence, bots, and fintech are some of the buzzwords favored by customer experience leaders today and conversations about innovations often dominate corporate meetings. However, while many organizations are making tremendous investments in CX technologies, too often the proper metrics to define success are lacking. Discussions surrounding innovative features should continue, but must include the metrics used to determine the effectiveness of the channels to deliver a differentiated customer experience. Organizations should examine technology's effectiveness and gather insights from the data to develop winning strategies to meet the needs of its customers and align with the corporate goals. Business Wire estimates that the digital transformation market will grow from $148.04 billion in 2015 to $392.15 billion by 2021, at a Compound Annual Growth Rate (CAGR) of 18.7 percent.


Customer service is poised for an AI revolution

ZDNet

These are the questions your firm should ask before going down the route of edge analytics and processing. If you're anything like me (or millions of other everyday consumers), you may be surprised to contact customer service only to be prompted with a litany of questions about who you are and what you're issue is. If I dial a service line, I've been conditioned to expect a friendly voice -- real or not -- that recognizes my phone number and asks if I'm calling about a recent transaction. What's more, I expect a similar experience if I connect over a myriad other digital touchpoints. Such is the level of sophistication we as customers now hold as standard, and the impacts on customer service are nothing short of transformational.


Customer service is poised for an AI revolution ZDNet

#artificialintelligence

If you're anything like me (or millions of other everyday consumers), you may be surprised to contact customer service only to be prompted with a litany of questions about who you are and what you're issue is. If I dial a service line, I've been conditioned to expect a friendly voice -- real or not -- that recognizes my phone number and asks if I'm calling about a recent transaction. What's more, I expect a similar experience if I connect over a myriad other digital touchpoints. Such is the level of sophistication we as customers now hold as standard, and the impacts on customer service are nothing short of transformational. A solid majority of consumers and business buyers (62 percent) now expect companies to anticipate their needs.


The CEO guide to customer experience

#artificialintelligence

Companies that create exceptional customer experiences can set themselves apart from their competitors. What do my customers want? The savviest executives are asking this question more frequently than ever, and rightly so. Leading companies understand that they are in the customer-experience business, and they understand that how an organization delivers for customers is beginning to be as important as what it delivers. This CEO guide taps the expertise of McKinsey and other experts to explore the fundamentals of customer interaction, as well as the steps necessary to redesign the business in a more customer-centric fashion and to organize it for optimal business outcomes.


The impact of COVID-19: Customer service, digital transformation, and the new normal

ZDNet

Michael Maoz is the senior vice president of Innovation Strategy at Salesforce. Maoz was one of the creators of the CRM space and a member of the first global CRM software company. He joined Salesforce from Gartner, Inc., where he was a founder of the CRM practice and held positions as research vice president, distinguished analyst, and Gartner fellow. Maoz regularly writes about business, leadership, and innovation industry tends. Today, Maoz is actively collaborating with CEOs and senior executives of the biggest and fastest-growing companies around the globe, guiding and learning from digital business transformation trailblazers. I asked Maoz to share his thoughts on customer service, digital transformation, and the business landscape in the post-pandemic and the new normal.