Artificial intelligence (AI) has transformed organizations across industries, and perhaps nowhere are we seeing its transformative powers so clearly as in customer relationship management. AI is increasingly enabling organizations to improve customer service, improve customer loyalty and free customer service agents to focus on higher-value tasks. In doing so, AI unlocks a wide range of benefits, from reduced costs and improved employee retention to higher revenue and increased customer satisfaction.
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Transforming customer experiences
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In the world of contact centers and card payments, a day of reckoning is near. The Payment Card Data Security Standard has existed in some iteration since 2004. But PCI-DSS 4.0 is coming in early 2022 – which is months after it was initially expected, since given these complex times, this version requires still more rounds of feedback. What does that mean for your contact center? It means stock up, fortify, and brace yourself – 4.0 is going to be big.
It’s the small details and the experience of being cared for that ultimately drives a customer to stay with your company for life. So, give your customers something to be thankful for this year, and you’ll find they will pay you back tenfold.
Customer loyalty for Apple is at an all-time high—92%, and that’s no accident. The company is known for its investment in building customer loyalty, and it is reaping the rewards: Apple users are 18% more loyal to the brand than to its biggest Android competitor.
We all get mad. Boy, do we get mad. We all have our triggers. Someone cuts us off in traffic. We’re given the wrong order.
As COVID-19 lockdowns took effect worldwide in 2020, economists like Nobel prizewinner Joseph Stieglitz predicted that the pandemic would unleash armies of job-killing robots that would exacerbate inequality.1 They anticipated that low-skilled employees would be put out of work by robots that do not get sick or need to isolate and socially distance.
People expect more from public sector organizations than ever before, benchmarking their experiences with government departments and agencies against the best digital experiences offered by the private sector. Yet many public sector organizations around the world are tied up in reams of paper and constrained by manual business processes, leading to inefficiencies and frustrated citizens.