How smart are AI chatbots today?
Last year Facebook launched a chatbot facility inside Facebook messenger. It created the ability for companies to offer artificial intelligence...
According to a recent benchmark of more than 3,000 companies worldwide, customer experience is now the No.1 performance measure in boardroom. That’s way ahead of profits (the traditional domain of marketing) and of cost to serve (the perceived responsibility of the contact centre). That doesn’t mean boards suddenly care less about profit or cost. It’s just they’ve realised CX to be the key that unlocks both.
This paper explains how this new-found focus on CX will bring marketing and the contact centre closer than close, and how enlightened outsourcers might broker that relationship.