When interacting with brands, consumers want the process to be easy, effective and based on an understanding of their emotions and the individual needs. Recent research from Forrester outlines 3 ways that AI can help meet these changing customer expectations.
Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Protecting this sensitive information is obviously vital, and will become even more important thanks to the EU's new General Data Protection Regulation (GDPR).
Customers are ever-more demanding, and want fast, high quality and above all personalized service from the organizations that they deal with. For example, more than 45% of APAC customers rate personalized services among the top three aspects defining better customer experience (CX), while 70% expect organizations to treat them uniquely, according to analysis from Frost & Sullivan.