When it comes to customer experience technology, 2017 was the year of AI and Chatbots. Their rising popularity – driven by customer demand – has been a catalyst for enterprises to expand their offerings and adopt new tools that transform capabilities and processes.
We live in an era in which user experience (UX) is king, and at no time is that more important than Christmas. Time poor consumers are under huge pressure to get a massive amount of shopping done in a very short space of time and want their experience to be as seamless as possible.
As the old adage goes, the customer – no matter how difficult they’re being – is always right. Of course there’s no accounting for an individual’s particular preferences for what constitutes good customer service, but at the end of the day, that’s a service provider’s problem, not the customers.