Despite technological advances in recent years, so much of customer experience (CX) today remains frustrating and unnecessarily difficult. It’s frustrating for customers waiting in queue, for burnt-out agents ready to quit, and for businesses that fail to see their contact centers as revenue-generating, customer retention flagships. There’s a disconnect between what’s possible in CX today with AI and what’s happening in companies that still haven’t grasped the imperative to embrace it.
