Experts weigh in on tomorrow’s best CX practices

Published November 13, 2018
Last modified November 13, 2018

Forget trends—customer service leaders are looking for smart approaches to support that have staying power.

In this new report, journalists and industry analysts share how leading-edge companies connect with their customers by leveraging the newest technologies and implementing the most updated best practices. You’ll find:

  • Examples of strategic uses of AI technology threaded throughout the customer experience, including virtual customer assistants and the all-important role they play in supporting your human support agents.
  • The breakdown on chatbots, and why 25% of customer service operations will integrate chatbot technology by 2020—up from less than 2% in 2017, according to Gartner.
  • An analysis of why omnichannel, which can be an intimidating word for some, can actually make your customer support more human and approachable.