Post by account_disabled on Dec 3, 2023 3:47:51 GMT -5
So-called emerging technologies such as artificial intelligence are also widening this gap. Companies with a more mature engagement approach adapt more quickly and can deploy more powerful AI use cases. 36% of the least mature respondents use AI but only in proof-of-concept cases. At the same time, 58% of customer relations experts have implemented a strategy and a complete roadmap in terms of AI.
The comparison between the long-term and short-term strategies of these companies represents a significant step backwards for companies that are significantly less mature and have not been able to take Country Email List advantage of the business intelligence technology that AI provides.
Challenges faced by less mature businesses The study shows that 37% of less mature companies rely too often on outdated technologies , especially when it comes to supporting digital channels. Additionally, self-service and automation portals generally lead to customer frustration and an undeniable increase in calls to call centers.
Conversely, more mature companies do not encounter this type of problem since they implement tools to offer a more sophisticated customer experience. Other concerns faced by these lagging companies in terms of customer experience are: lack of visibility into user data (37%) and performance on engagement channels (42%). This lack of visibility reduces the ability of businesses to quickly resolve issues and provide smoother customer service.
The comparison between the long-term and short-term strategies of these companies represents a significant step backwards for companies that are significantly less mature and have not been able to take Country Email List advantage of the business intelligence technology that AI provides.
Challenges faced by less mature businesses The study shows that 37% of less mature companies rely too often on outdated technologies , especially when it comes to supporting digital channels. Additionally, self-service and automation portals generally lead to customer frustration and an undeniable increase in calls to call centers.
Conversely, more mature companies do not encounter this type of problem since they implement tools to offer a more sophisticated customer experience. Other concerns faced by these lagging companies in terms of customer experience are: lack of visibility into user data (37%) and performance on engagement channels (42%). This lack of visibility reduces the ability of businesses to quickly resolve issues and provide smoother customer service.