Consumers want personalized experiences and todays competitive brands are scrambling to deliver. Theyre tapping artificial intelligence (AI) capabilities for data-driven insights to improve customer interactions. But its not just about tech; the ability to deliver a seamless customer journey depends on a more personal connection. Consider calling a customer service line for help with an important lost packageno robot can replace an agents empathy in that stressful situation. Striking the balance between technology-based efficiencies and the human element is tricky , and many organizations struggle to get it right.
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