Roadmap to Next-Level CX

Author: Robin Gareiss, CEO and Principal Analyst Not available for licensing.

This eBook focuses on three key areas vital to achieving next-level customer experience (CX):

• AI innovations
• Intelligent and open cloud CX platform
• Partnerships and service

Delivering a solid customer experience has historically been a game of cat and mouse, with businesses chasing the increasing expectations of their customers. Disconnected interaction channels, low or no automation, lack of self-service options, and age-old on-premises technologies were hallmarks of this era. As companies introduced AI 1.0 to the equation, some CX areas saw measurable improvements. For example, customers could use AI chatbots for basic questions or problems and get resolution quicker and more conveniently, without having to hold to speak to a live agent. Customer experience is rapidly entering a new and dramatically different phase as AI products evolve and companies take advantage of the flexibility that open and intelligent cloud platforms enable. CX leaders are reworking their processes and organizational structures to align with these new technologies. The goal is to deliver a totally revamped customer experience, leveraging integrated channels, personalized service, proactive outreach, and numerous intelligent AI applications.

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Table of Contents

• Introduction
• Future Expectations for AI
• The Main Reason CX is Approaching a New Level? AI
• AI’s Role in Closing the Gap Between Consumer Expectations and Reality
• AI's Role in Boosting the Overall Agent Experience
• AI's Role in Amplifying Customer Service
• AI’s Role in Driving Efficiency for the Organization
• AI’s Role in Driving Automation
• CX Platform Serves as the Foundation for Shifting to a Value Center
• Value Center Companies Outpace Cost Center Companies in Key Areas
• Open Cloud Platform Helps Accelerate Innovation
• No one Can Do It All:Why Partnerships Matter
• Recommendations