As a potential recession and factors such as an acute talent shortage and supply chain constraints amid the Russia-Ukraine war continue to strain the global economy, organizations are seeking to transform themselves to stay competitive and attract and retain customers.

Changing customer expectations and evolving technologies have rendered traditional methods of Customer Experience (CX) delivery insufficient to engage and delight customers or drive customer loyalty. Therefore, many organizations are exploring Conversational AI (CAI), which enables hyper-personalization and brings deep understanding and empathy to customer experiences, to raise the bar for their customer experiences. In this research, we explore the role of CAI technology in delivering Extraordinary CX (ECX).

Scope

• Function: Customer Experience Management (CXM)
• All industries and geographies

Contents

In this report, we discuss:

• The difference between efficient service and ECX
• How CAI helps deliver ECX
• The ACT framework to deliver ECX using CAI capabilities
• Long-term implications and benefits for organizations that consistently deliver ECX
• A partnership-driven model to deliver ECX through CAI
• Case study and conclusion

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Sourcing and Vendor Management