I'm going to uncover the three biggest reasons why your e-commerce brand needs to start investing in chatbot technology ASAP…and the tools required to build them. E-commerce is a booming, constantly-transforming industry. Mobile shopping is steadily but surely gaining pace in terms of global online sales. In alignment, the leaders of digital retail are continuously innovating their service offerings with the freshest groundbreaking tech -- and chatbots are the latest "must-have." It is much, much more than merely hype.
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.
Last month at Dreamforce, the ultimate Salesforce conference, there was a lot of talk about artificial intelligence and use cases for businesses. Will artificial intelligence be a game changer in the way we interact with our prospective customers? How far do bots go before human engagement takes over? In some ways, artificial intelligence has already changed the world of sales with examples all around us. When Amazon recommends new books or products based on past purchases or when we see a friendly chatbot pop on the screen when visiting a website – these use cases rely on data analysis to predict what you might be interested in, ideally offering timely and helpful information that improves the customer experience.
The hype is over – AI is here, and it's altering the way businesses engage with their customers beyond recognition. From the biggest household brands to innovative new start-ups, new channels of engagement and support are opening up daily. To launch our'Customers of Tomorrow' February issue, we've compiled this free infographic using some of the latest cutting-edge research, statistics, and reports from the tech and business leaders bringing AI technology directly to consumers, including: The infographic showcases the technologies that will make a customer AI revolution happen in 2018, from emotional AI to improved voice and visual search. It also compares and contrasts the attitudes of business leaders to AI in the customer experience with that of customers themselves, who are markedly less optimistic. While 87% of global business leaders expect AI to deliver better customer experiences within three years, only 12% of consumers would currently prefer to be served by a chatbot than a human – even if the service they receive is faster and more accurate.
Emerging technologies like voice and artificial intelligence provide new ways for consumers to interact with companies and for companies to interact with consumers, respectively. Delivering an omnichannel customer experience has become imperative as the lines between online and offline continue to blur. All of these new strategies, along with changing customer expectations, are driving brands to rethink their mobile experience. Salesforce's most recent State of Marketing report explains that marketing leaders are zooming in on the customer experience as a critical part of their marketing strategy. In the report, 68% of the marketing leaders surveyed said their companies are increasingly competing on the basis of customer experience and 64% are focusing more on providing consistency across every channel to accommodate changing customer expectations.