Great customer experiences are built on great customer journeys but in an omnichannel world, journeys can easily lead to wrong turns. For example, in self-service, 80 percent of customers will try self-service first, yet Gartner estimates that only nine percent of inquiries are resolved in self-service.
n the past, this misalignment between customer demand and customer outcome was not understood. A business may have seen fewer sales, but it was not easy to identify why.
Today, CX practitioners know the secret to creating a positive customer experience lies in the vast amounts of complex data their omnichannel contact centers generate. They know customers want quick responses about their orders, useful information on products and availability, or reassurance on their transaction. These simple service issue needs, however, often remain unidentified and unaddressed.
This report explores how data can be used to proactively enhance the customer journey and experience through the application of AI-based tools. The report examines how such tools can analyze omnichannel data and address recurring and frustrating customer pain points with intelligent routing and frameworks that support empathy and understanding between agent and customer.
Artificial intelligence for an omnichannel world Featuring insight from Fifth Third Bank, Solera, Netflix and Payoneer, it covers the key industries where simple service issues are costing dear.
He Modern, Omnichannel World
As Saki Takeda, director of product management at Netflix, says true omnichannel is about integration of data, teams and experiences.
Takeda says: “It is important to think about data more holistically and prioritize investments in building a strong data infrastructure that will surface 360-degree customer views and provide end-to-end visibility of customer journeys and experiences.”
Takeda says further steps should be taken to ensure automated systems are not delivering conflicting communications or services.
This article is posted at nice.com
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