Shining a light on customer experience with AI

In a world where customers can research products and compare prices online, buy from any company in the world and influence other shoppers via social media – which Forrester Research has termed the “age of the customer” – businesses must compete on the quality of the service they provide. “Truly understanding what the consumer is saying and rapidly responding is becoming more and more critical to business survival – artificial intelligence (AI) is key to success in this,” says Catherine Havasi, chief executive of Luminoso. Not becoming customer-centric has real consequences. Research conducted this year by Accenture reveals that 52 per cent of consumers have switched to another company in the past year due to poor customer service. Once these customers have left, they’re usually gone forever; 68 per cent…

Link to Full Article: Shining a light on customer experience with AI

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