Omni-channel without amnesia - how AI-connected CRM stops customers repeating themselves
Every week, I speak with business leaders across EMEA who have invested heavily in AI and CRM - and are still watching their customers sit on hold, repeat themselves across channels, and walk away frustrated. Our latest research puts a number on it - UK customers alone spend 445 million hours a year navigating broken service experiences. The AI exists to fix this. But AI layered onto fragmented systems just accelerates broken experiences. The real shift is re-thinking the system behind the service - not just the intelligence on top of it.
Customer service agents on the front line lack the tools and information they need to truly deliver, with just a third of organizations saying their agents are truly empowered, according to ServiceNow’s annual CX Shift report. Despite making investments in technologies such as Artificial Intelligence (AI), businesses are undermining this by failing to unite their whole organization...
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