{"id":29922,"date":"2017-10-24T09:49:27","date_gmt":"2017-10-24T01:49:27","guid":{"rendered":"http:\/\/www.upgrademag.com\/web\/?p=29922"},"modified":"2017-10-24T09:54:13","modified_gmt":"2017-10-24T01:54:13","slug":"a-i-now-fueling-customer-experience-strategies-of-worlds-top-brands","status":"publish","type":"post","link":"http:\/\/www.upgrademag.com\/web\/2017\/10\/24\/a-i-now-fueling-customer-experience-strategies-of-worlds-top-brands\/","title":{"rendered":"A.I. now fueling customer experience strategies of world\u2019s top brands"},"content":{"rendered":"

A global survey of more than 550 senior executives across 30 countries and territories reports that 91 percent of \u201ciconic\u201d companies\u00a0<\/span>\u2014\u00a0those that maintain both the highest levels of\u00a0<\/span>customer experience<\/span><\/a>\u00a0(CX) satisfaction and have world-leading brand recognition\u00a0<\/span>\u2014\u00a0deploy\u00a0<\/span>Artificial Intelligence (AI) solutions<\/span><\/a>\u00a0to increase customer satisfaction, compared to 42 percent of companies in their fields overall.<\/span><\/strong><\/u><\/u><\/p>\n

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IMAGE FROM PIXABAY.COM<\/a><\/p><\/div>\n

The new report from MIT Technology Review is sponsored by\u00a0<\/span>Genesys<\/span><\/a>\u00a0and called\u00a0<\/span>Getting to Iconic<\/span><\/i><\/a>. It reveals iconic firms are more likely to recognize that\u00a0<\/span>automated AI tools<\/span><\/a>\u00a0are most effective when they supplement and extend the capabilities of their customer support team, rather than replace human investment. As so, 60 percent of survey respondents felt they had the right mix of \u201clive\u201d and automated customer communication channels, compared to only 26 percent of the poor performers and 40 percent overall.<\/span><\/u><\/u><\/p>\n

Furthermore, the report concludes that iconic companies are using AI for more than just chatbots. Most respondents indicate AI is guiding their customer analytic capabilities.\u00a0The report noted\u00a0that optimizing tools, applications and operational processes to engage with customers across every stage of their shared journey has always been a core growth strategy for successful global firms. This has only accelerated with the advance of technologies such as big data analytics, which turns customer information into predictive assets, and virtual assistants, which help firms more efficiently manage customer inquiries.<\/span><\/u><\/u><\/p>\n

Iconic companies are also nearly three times as likely to consider leadership in technology adoption as a crucial component of maintaining customer experience excellence. In contrast, only half of firms with low levels of customer experience satisfaction and low brand recognition currently employ enabling technologies\u00a0<\/span>\u2014\u00a0and ten percent have no intention of doing so.\u00a0<\/span><\/u><\/u><\/p>\n

\u201cThis research confirms what we anticipated \u2013 AI will be crucial in taking customer satisfaction to new levels,\u201d said Merijn te Booij, chief marketing officer at Genesys. \u201cWe\u2019re excited that\u00a0<\/span>Kate, our new customer experience AI,<\/span><\/a>\u00a0will enable a smooth and contextual handoff between bots and humans. The combined power of automation with the finesse of the human touch across the enterprise delivers the kind of blended AI solution every customer experience leader needs today.\u201d<\/span><\/u><\/u><\/p>\n

Getting to Iconic<\/span><\/i>\u00a0includes the wide global survey and case studies from CX leaders such as Alibaba, BT Global Services, Lexus, Nubank, Uber, and Zurich Insurance. Other findings of\u00a0Getting to Iconic<\/i>\u00a0indicate:<\/span><\/u><\/u><\/p>\n