As business leaders we are all aware that “digital is changing everything”1. As a result, many of us are in the middle of large-scale strategic and digital transformation projects in partnership with our IT teams to achieve the classic win/win: (1) much higher levels of customer experience and (2) lower operating costs.
http://customerthink.com/how-to-improve-customer-experience-and-slash-operating-costs-using-robotic-process-automation/
Several studies have shown that customers prefer to find answers and information online before contacting a help desk via the phone, or email. The reason is not that people prefer to interface with computers -- but that computers are instantly available; very patient, and sometimes more knowledgeable.
https://www.zdnet.com/sponsored-article/a-better-customer-experience-through-innovative-support-automation/
Customer experience. I am sure you’ve discussed improving your CX at least once this year—and if you haven’t you probably should. The truth is, 2018 is the year of the customer experience and customer satisfaction. Why? According to Salesforce, 75 percent of consumers expect a consistent experience wherever they engage and 87 percent of consumers think brands need to do more to provide a seamless experience.
https://www.forbes.com/sites/danielnewman/2018/04/25/4-technologies-driving-the-future-of-customer-experience/#535471ec3089/
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