2014 Chatbots Customer Expectations Virtual Agent 
ProProfs Chat
JUNE 14, 2019
34% of companies are implementing “customer journey mapping” into their customer service. Takeaway: To boost brand loyalty, it is important that organizations are proactive, provides the specialized treatment that customers expect, and address them with their names while keeping their previous engagement with the brand.
Comm100
FEBRUARY 16, 2018
Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. There are other implications to this new customer service trend.
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