Are we really ready for an AI-driven Customer Experience? Part 1
This article was co-written by Greg Kihlström and Matthew Egol of JourneySpark Consulting. Read the full article here.
Part 1: The opportunities for artificial intelligence to benefit the customer experience
By Matthew Egol and Greg Kihlstrom
With customer experience a primary point of competition for many brands today, and the current stream of new products and features utilizing artificial intelligence (AI) based tools, a marriage of AI and customer experience (CX) seems like a perfect pairing.
Although there is much promise in the integration of AI and the CX, there are also some challenges that can easily present themselves, so leaders and practitioners need to approach the opportunity strategically and pragmatically. In this article, we’re going to explore the benefits and challenges of incorporating AI into the CX, then provide some ideas for how to create the best approach.
This article was co-written by Greg Kihlström and Matthew Egol of JourneySpark Consulting. Read the full article here.