Customer Experience Playbook

Today, nearly every customer experience in any industry – from in-store retail to personal banking and manufacturing – is driven or supported by digital technology. Customers expect attention and on-demand service at every part of their journey, from sales outreach through to order fulfilment and post-sales support. In order to deliver on customer expectations, companies must invest in the right technology to power proactive, personal experiences and service.
The potential of today’s new CX technologies is exciting. From machine learning to natural language processing and mixed reality, today’s enterprise tools and platforms promise to
drastically change the way that businesses interact with customers, the speed at which they scale and the accuracy with which they make recommendations and troubleshoot problems. Each customer interaction presents a chance for companies to learn more about each individual customer and to improve their end-to-end journey through service and technology.

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