Customer experience has become a strategic priority on the CEO’s agenda. Enterprises now consider customer delight to be a differentiator in the marketplace.Sentient technology is critical to serve customers better and be responsive to their needs. Enterprises must continuously learn, evolve, and develop a mechanism of interaction among agents, employees, and other constituents in this journey. At the same time, systems need to sense and respond to patterns and personas for enhanced interactions leading to a superior customer experience.Digital consumers seek personalized service tailored to their unique needs. Accordingly, the customer experience needs to be sentient – where processes adapt to shifts in behavior, and employees are empowered with customer insights to make timely and informed decisions.To read this article in full, please click her
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