In today’s rapidly evolving business landscape, delivering a 360 degree-customer experience (CX) has become essential for businesses to remain competitive and build lasting customer relationships. A 360-degree CX refers to a holistic approach that encompasses every interaction a customer has with a company across all touchpoints, channels, and stages of the customer journey—whether it’s an initial inquiry, a purchase, or a support request. The ultimate goal is to create a seamless, continuous, and personalized experience where every interaction is remembered and utilized.
In this report we breakdown the technology and process behind achieving this remarkable result, honing in on:
- The current state of play
- The challenges with achieving seamless customer experience
- The true potential of AI
- Utilizing that data to train your CX AI
- How to get started with using AI to increase customer loyalty
The report also delves into how Sony Electronics were able to achieve their highest-ever response rate with the help of NICE's CXone Mpower.
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