Delighting prospects and customers through strategic CX automation
The first wave of enterprise automation primarily focused on efficiency gains in the back-office, away from the view of the customer. Now, as businesses look for ways to deliver services that are fast, personalized and effective, automation has become a key investment priority for customer experience leaders.
With that in mind, CXN Live: CX Automation 2021 will be focused on:
Chatbots: integrating chatbots into your contact channels to reduce wait times and handle common queries and requests
Robotic Process Automation: leveraging RPA to handle low value, high volume tasks within service teams
Customer Communications Management: delivering personalized messages to your customers at scale
Channel integration: ensuring that customers are able to seamlessly transfer between automation and human contact channels
Personalization: unlocking the potential of customer data to deliver the right information at the right time
Real time updates: ensuring that both agents and customers can get real time information on orders, deliveries and services
Self-service: leveraging apps and portals to give customers the ability to resolve their own queries
Predictive customer care: deploying the likes of machine learning to pre-empt customer needs at scale by actioning customer feedback and signals with speed and agility.
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