Technology alone cannot improve CX – it has to be underpinned by company culture.
AI is set to become one of the biggest change drivers in the world of customer experience . However technology alone cannot improve CX – it has to be underpinned by company culture.the customer engagement company, in partnership with ITWeb this week.
She said that in the 1970s, consumers saw an average of 500 to 1 600 advertisements a day; whereas they now see up to 10 000 advertisements a day, along with an overwhelming inflow of communications and information across various channels.An AI-empowered consumer is our next frontier.Ahlfeldt said this paved the way for AI to become a consumer tool to help them sift through information. “AI like ChatGPT has the potential to change CX.
McNeilage said local organisations are focusing on improving CX through the use of quality and performance management tools, messaging and social channels, chatbots and intelligent virtual assistants. Panellists and attendees held up local banks as an example of poor CX, with customer information in silos and customers forced to repeat their queries and submit personal information repeatedly to different departments.
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