Over the last several years, customer experience has seen the increased adoption of myriad new technologies, including chatbots, big data analytics, AI, and IoT.
The catalyst for this change was a shift in what is considered best practice, caused by a new, more connected and more empowered type of customer.
Such customers expect you to know what they want and how to deliver it, quickly and on their terms. They want to experience the same level of service across every channel and touchpoint they use—and they use a lot—and they want personalized interactions that speak to them as individuals.
If you fail to deliver on any of these points, the modern customer will take their modern custom elsewhere. But if you can find the right balance between technology and customer service, the rewards can be huge.