According to data from Aberdeen Strategy and Research, the average omnichannel operation utilizes nine or more contact channels. This means customer-facing organizations see massive inflows of complex data every day. While this creates a challenge for the IT department, it presents a significant opportunity for those in CX.
Omnichannel data can reveal hidden insights about customer preferences and journeys, as well as valuable trends around employee engagement and performance. The required analysis, however, requires tools powered by artificial intelligence (AI).
Artificial intelligence for an omnichannel world explains how these tools are being used by those who provide leading customer experiences. With insights from Payoneer, Netflix and Studio Retail, as well as real-world use cases from the banking, insurance and automotive industries, the report uncovers the opportunities in omnichannel data.
Download AI for an omnichannel world to find out:
• How AI-powered tools can inform interactions in the contact center.
• Why businesses are using omnichannel data to improve experiences for customers and employees.
• How to mine this endless source of data to identify and address service challenges.
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