CCW Digital：2023通过人工智能和数字化实现服务体验现代化报告（英文版）（35页）.pdf

1、CUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMERCONTACT WEEKDIGITALCUSTOMERCONTACT WEEKDIGITALAugust 2023Market Study:Modernizing Service Experiences With AI&Digital2023 AUGUST MARKET STUDY|Modernizing Service Experiences With AI&Digital2CUSTOMER CONTACT W

2、EEKDIGITAL|IntroThought leaders may call this the era of customer centricity.They may trumpet how brands are now competing on the customer experience.For consumers,however,2023 has just been another year of disappointing interactions with brands that barely know,let alone care about,the customers th

3、ey are serving or issues they are addressing.According to CCW Digitals 2023 CX Trends,Challenges&Opportunities Market Study,only 4%of consumers believe experiences have meaningfully improved over the past year.The overwhelming majority,meanwhile,feel their typical experiences are inefficient,inconve

4、nient,and impersonal.Given such negative consumer sentiment,brands have little reason to celebrate the experiences they are currently providing.They can,however,celebrate the opportunity they have to transform.Thanks to advances in digital communication and artificial intelligence(AI)technology,bran

5、ds have an unparalleled ability to analyze customer behaviors,honor customer preferences,personalize customer experiences,and cultivate teams of customer-centric agents.They can elevate and scale their experiences while also saving money and eliminating friction.Granted,this potential will remain th

6、eoretical until companies approach the technology correctly.If they do not create reliable digital offerings and deploy human-centric AI solutions,they will only compound the frustration their customers and employees are facing.How can you avoid these negative outcomes?How can you properly seize the