Customers increasingly expect brands to deliver support that helps them solve issues as quickly as possible and doesn’t require them to waste time on the phone with human call agents. To meet these rising expectations, many brands have undergone—or plan to undergo—a customer experience transformation, using lessons learned from evolving customer requirements to deploy tools that deliver on their demands.

However, embarking on a customer experience transformation isn’t just an exercise in refreshing your existing customer journey. It requires carefully reviewing your company’s culture, operations and people to discover opportunities to enhance user experience. Based on this customer experience research, you can then create a strategy for transforming your CX interface and your CX artificial intelligence (AI) engine—the body and the brains behind a positive customer experience.

Read more

This article was first published in the 2024 Best Practice Guide - Shaping the Future

To download a full digital copy of the Best Practice Guide, click here.