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Remember digital transformation? How AI can enhance customer experience by learning from the past
Published
From The AI Innovator
According to the latest Forrester Customer Experience Index, customer experience (CX) quality in the United States sits at an all time low. Is AI the cure for sickly CX? Maybe, but only if we first learn from the mistakes many companies made while embarking on digital transformation journeys.
In this article, featured in The AI Innovator, TTEC Digital CEO Dave Seybold warns against using AI as a solution on its own. According to Seybold, “Those that simply swap one technology for another without addressing the underlying cause of their CX challenges could end up doing more harm than good.”
For more lessons to be learned from digital transformation and how firms can course-correct their CX strategy, check out the article.
“Real customer experience transformation requires concerted and connected company-wide focus, dedicated change management, and a customer-first mindset. Within that foundation, businesses can strategically use AI to transform the customer experience for the better.”Dave Seybold, CEO, TTEC Digital