Melanie Turek VP of Research and Fellow, Connected Work, Frost & Sullivan
About this talk
With the rise of mobile and social technologies, customers are more knowledgeable and empowered than ever before. Their ability to access and share information gives them enormous control—and they know it.
As a result, they expect data-driven, personalized interactions at every stage of the customer experience. Frost & Sullivan research shows that one of the clearest trends in customer engagement is the shift from traditional to digital interactions. Buyers like self-service, automated channels because they want easy access to information, on their time line, from anywhere. At the same time, agents want to discard the routine tasks that lower job satisfaction and lead to boredom and churn.
AI and ML help companies leverage real-time and historical information to deliver a contextual, relevant and highly personal customer experience while improving agent morale. This webinar will show you how.