that those that embrace artificial intelligence and automation will completely change how we all interact with the world. “We know this because the trend lines exist now, today, and brands and businesses that understand this will also be the brands and businesses that win the future,” prict Raz.
Implementing a Personaliz
While the above speakers identifi automationation as being integral to the future of CX, there was also an interesting dichotomy present, showcasing that automation should not come at the expense of personalization. “Personalization is a big expectation of customers these days,” according to Eric Carlsen. “Whether it’s at a brick and mortar store, whether it’s online, they’re expecting you to know who they are, what they’ve talk about with you in the past, what they bought and what their preferences are.”
y.com, agrees that there is a personaliz human approach that is essential. “I really think that it’s important for companies to remember they are interacting with a person with a problem,” explain Kleckner. “When you can interact with them on a human level, I think it is a real shift in how the com v pany views their customer and the customer experience.”
While integrating personalization
and having plenty of context for each customer interaction might seem ambitious, many organizations have come to this realization from feback garner fwhat’s coming in wordpress 6.8 (features and screenshots) rom their own customers. “We always start from the customer and work backwards! Said Evan Hopkins. “We didn’t just go into a room and make it up ourselves. We have a lot of conversations with customers. We have a very active be numbers community of owners that we listen to and then build what we hear from them.”
