How intelligent automation improves the customer experience

CMSWire’s Marketing & Customer Experience Leadership channel is the go-to hub for actionable research, editorial and opinion for CMOs, aspiring CMOs and today’s customer experience innovators. Our dedicated editorial and research teams focus on bringing you the data and information you need to navigate today’s complex customer, organizational and technical landscapes. Today’s rapid pace of disruptive change is shaping customer expectations and, accordingly, customer experience (CX) in ways that threaten to leave less agile brands behind. Beyond scalability, composable commerce platforms offer many other benefits, making them a top consideration for CIOs looking to improve customer experience. In a red ocean world, businesses compete by making small product improvements and offering lower prices. Product improvements are great, but if they’re offered in the same space as your competitors, it’s just a matter of time before they make those improvements, too — and then you have to lower your prices to compete.

A recent Gartner survey pointed out that 66% of marketers say that CX is the battleground of the future. From a CX perspective, using intelligent bots to interact with users can create big wins. This can be a search engine result, an e-commerce website or even a phone call to a customer service agent.

A Powerful Customer 360 Profile For All Businesses

Businesses can then develop strategies and a roadmap that uses the right kind of AI solutions to deliver outcomes that provide the biggest return on investment. “Intelligent business applications are really the only way to understand, contextualize and embed data intelligently into business process,” said Kingstone. This creates a simplified experience for the customer while reducing the retailer’s store calling volumes. In my experience, navigating these challenges requires a blend of strategic foresight, operational rigor and a deep commitment to people. It’s about building a robust foundation of data, empowering your teams and relentlessly focusing on the customer.

How businesses are harnessing CPaaS and intelligent digital messaging to improve customer experience

During the purchase process, I had to create an account and register the phone, providing the model and carrier, etc. For weeks afterward, I enjoyed the crisp app launches, cool wallpapers and amazing camera. The mantra of modern enterprise is “disrupt to deliver more value” — use it to your advantage for CX. Technological advances are unfolding at a vastly accelerated pace; yesterday’s groundbreaking news is old news today. From a Customer Experience perspective, the challenge is to identify what is useful, meaningful and desirable.

With so many advancements in enterprise technology, it’s hard to excuse companies that are still clinging to manual processes. That’s the contention of Sheryl Kingstone, Research Director of Business Applications at New York City-based 451 Research. These kinds of processes increase customer satisfaction, reduce average handle time, and improve metrics; but we can’t do it without making a prediction about intent first. When most companies think about a customer’s experience with a call centre, there’s a persistent assumption that the support experience starts when the customer picks up the phone. These AI capabilities enable personalized experiences, predictive engagement and efficient issue resolution.

Embracing Intelligent Customer Experiences To Stand Out And Stay Ahead

Map where your critical customer data resides, identify which systems are truly vital, and—most importantly—document where integration gaps are actively preventing valuable data flow. These tools not only help agents, they also “make the customer experience a heck of a lot better because you’re providing answers and helping them in the interaction just that much faster,” Drazin says. Thankfully, there are methods and resources business and IT leaders can tap to help their organizations leverage AI to improve both business and the customer experience. She’ll discuss the rapid evolution of business applications and how they serve companies in a digitally transformed world at CMSWire’s second annual DX Summit this Nov. 14 through 16 at the Radisson Blu Aqua hotel in Chicago.

Currently, over half of global businesses have implemented CPaaS technologies into their current technology stacks to deliver on these evolving consumer demands. Gartner predicts that by 2025, CPaaS solutions will be used by 95% of global businesses — up roughly 35% from current adoption. On the flip side, if we receive a support call, we look at what keywords the customer searched and the pages they visited. If we don’t use the right information, we get to know our customer only when they make that first call, which lets organisational silos and bureaucratic decision making guide the process. Instead, we strive to connect each stage of the customer journey to make their lives easier.

• According to Foundry’s State of the CIO 2024 survey, improving customer experience is among the top five business priorities driving IT investments.
• For instance, imagine sensors that transmit performance data, enhancing fans’ ability to place bets throughout the game.
• With this combination of data, our users can create a more comprehensive view of what they and their customers want.
• Businesses that want to meet consumer expectations for hyper-personalized payment experiences must deliver value before and after every transaction.

We then dynamically changed the agents’ opening scripts to adapt to the customers’ needs. When we outsold the in-house team by 35%, that trial routine became an everyday operation as we took over all inbound sales. Even if we don’t have a wealth of data about a particular customer, we can still figure out where they’ve been before they got on the phone.