Forrester: The use of AI, chatbots and automation in customer journeys

A Forrester Consulting study commissioned by LivePerson evaluating the use of AI and automation in customer journeys.

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Customer experience strategy report

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This study from Forrester Consulting commissioned by LivePerson explores how business decision makers around the globe are using AI and automation in customer journeys. This suite of technologies drive loyalty, satisfaction and revenue while giving companies priceless access to additional data on customer interactions. 

Increasing company revenue is the top driver for using AI/automation, with 76% of users of AI reporting that they achieved higher revenue growth over the last 12 months versus the previous 12 months.

Read the study in full to go behind the scenes and discover how businesses are using AI and automation and recommendations for brands’ customer engagement strategies.

Download this report for practical insights to apply in your business and learn: 

  • How brands increase revenue by using AI and automation in customer engagement
  • How the shift from voice to chat and messaging is expected to influence the brand/customer relationship
  • How companies must deliver interactions that are in line with customer expectations to drive loyalty, satisfaction, and revenue.