SurveySensum

SEPTEMBER 14, 2020

Companies that were expecting to move digitally in 2025 are already here. . Customer behavior has changed due to the pandemic. The customer journey is shifting from offline to online and companies are looking for well balanced O2O strategies. Their biggest challenge is to keep up with the existing customer base.

Customer Experience 59

Customer Experience Social Media Multi-Channel Chatbots 59

Qualtrics

JANUARY 2, 2019

You couldn’t create a more CX-friendly technology than the chatbot. Imagine: being there for your customers, 24 hours a day, able to solve any problem they have, whenever they have it. And on top of that, learning from that customer interaction to resolve a bigger product issue and improve CX for future customers.

Customer Experience 32

Customer Experience Social Media Call Center Chatbots 32

West Monroe

JANUARY 25, 2022

One need only look to the continued expansion of chatbot AI solutions and endless scripted questions when trying to use phone-based customer services lines. It may sound counterintuitive based on current trends and our own forecast of the industry but becoming digital doesn’t mean abandoning traditional banking channels.

Banking 52

Banking Financial Trends Multi-Channel 52