In today’s competitive landscape, customers are demanding more from the organizations they do business with – and a good customer experience (CX) can be the difference between strong brand loyalty and customer churn. In fact, poor customer service costs organizations over $3.7 trillion annually. That’s a number to pay attention to.
Further, there are now countless ways that customers can interact with different brands – from traditional avenues like phone calls to newer options like SMS and chatbots powered by the latest artificial intelligence (AI) advancements. While this increase in communication channels is to meet customer demand and deliver positive CX, it’s also creating more data than ever before.
