FUTURE TECHNOLOGY
Instead of strategies as only data and systems-driven , the focus should be on customer needs , including continuously tracking connections and changes across channels in a single customer journey , identifying opportunities for personalization to enhance experiences and establishing metrics that enable a realistic evaluation of the consumer experience and its business impact .
73 % of consumers believe that companies should use the data they collect about them to personalize their experiences .
While AI can not yet offer the same emotional intelligence or empathy natural from human interaction , advances in Machine Learning will significantly evolve customer service and support .
Brands that begin to experiment with AI in customer service and recognize that having access to information means making honest , transparent and efficient use of it , resulting in a good experience , are not only being pioneers in the industry but are laying the foundations for a strategy that will set them apart from the competition in the future . •
INTELLIGENT TECH CHANNELS LATAM 29