ECXO

NOVEMBER 16, 2023

It’s being embedded into workflows and customer touchpoints. By 2026, two-thirds of business leaders expect to adopt GenAI to enhance customer service, according to Insight Enterprises. Experiences reflective of past interactions, and rooted in future relevance, across all touchpoints. There’s so much to think about here.

Customer Experience 65

Customer Experience Chatbots Self Service Touchpoint 65

Optimove

JANUARY 16, 2024

In its report: 5 Trends Transforming Multichannel Marketing Hubs, they reported, “By 2026, 80% of multichannel marketing hub buyers will embrace generative customer engagement through solutions that use generative AI for journey orchestration, personalization, analytics and prescriptive operations.”

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

inmoment

MARCH 3, 2020

Engagements are taking place across multiple channels and touchpoints, at any time, across geographies, and for many reasons. As a result, understanding customer needs – and then meeting them – is a challenge.

Measurement 52

Measurement Feedback Touchpoint Survey 52

CSM Magazine

JULY 7, 2022

By 2026, according to the same report, 60 percent of large enterprises will use TX to transform their business models to achieve world-class customer and employee advocacy levels. By only focusing on the culture and payroll pieces, we miss out on an opportunity to serve our customers even better. Why is this?

Strategy 59

Strategy Brands Customer Journeys Employee Experience 59