By 2023, 70% of customer interaction will involve emerging technologies such as machine learning applications, chatbots, and mobile messaging. Technology is becoming a critical component of Customer Experience initiatives.
respondents from organizations at beginner levels of CX maturity identified omnichannel customer engagement, artificial intelligence (AI) and real-time, event-driven application architecture as the top emerging technologies expected to impact CX.
By 2023, 70% of customer interactions will involve emerging technologies such as machine learning applications, deep learning applications, chatbots and AI Mobile messaging.
With the ever-increasing uses of phones and tables, organizations must act smart and make each customer interaction unique and sustainable.
CIOs have a dynamic role in today's tech-driven enterprises. Where they were once solely focused on technology infrastructure, the data-driven nature of Today's business world is pushing the CIO to co-lead Customer Experience.
"Technology is becoming a critical component of customer experience initiatives. By 2020, more than two-thirds of CX projects will involve AI Technology."
1- Personalized Engagement
2- Digitalized Intelligent Conversations
3- Data Security and Management for Marketing and Sales
4- Instant Access to Information and Manupulation
Did you know that technology failures can drive customers away and ruin their experience?
As "new-age" customers get tech-savvy, the digital experience becomes the heart of customer engagement. CIOs can create strategies around technology or build tools and technology systems that are designed to improve customer success. CIOs have a dynamic role in today’s enterprises. Where they were once solely focused on technology infrastructure, the data-driven nature of today’s business world is pushing the CIO to co-lead customer experience (CX).
" %58 of the top-performing organizations scaled customer-centric business capabilities by expanding IT's capability with machine learning tools to handle external customer needs, and 59% used digital platforms to engage customers and cut costs on customer engagement. "
Gartner, Inc.