As organizations across industries introduce automation as the frontline of their customer support, the quality of AI-powered experience is integral to brand differentiation— and personalization is taking the lime light.
According to Gartner, one of the three key things marketing leaders need to do in 2019 is, “Deliver more personalized customer experiences that rely on increased automation.”
As we've seen with the results of our own clients, highly-personalized automation drives CSAT and customer loyalty, as well as being a strategic way to increase agent efficiency and even drive revenue—crucial considerations for any organization.
But while personalized automation is top of mind for business leaders, many still struggle to find a chatbot solution that empowers their non-technical teams to introduce customized support with success. That's why we commissioned Forrester Consulting to conduct a study (full study here) that engaged 100 executive decision makers to understand the real challenges and opportunities for introducing automation with highly-personalized engagement.