ABOUT: The 2023 Customer Experience Excellence Report highlights the tipping point in AI adoption for enhancing customer experience.
LINK: https://kpmg.com/uk/en/home/services/consulting/customer-consulting/customer-experience-excellence.html
Summary
The 2023 Customer Experience Excellence Report in the UK delves into the role of artificial intelligence (AI) in reshaping customer experiences. It underscores a significant shift in business adoption of AI, with a focus on improving service quality while managing costs. The report discusses AI's emerging role as a 'colleague,' transforming traditional operational models and enhancing customer interactions. It also explores the challenges and ethical considerations associated with AI implementation.
Key Points and Ideas
AI is radically changing customer experience, with major impacts on costs, colleague experience, and customer value.
Businesses are treating AI as a critical technological challenge, akin to cloud computing and blockchain....
Access this content for FREE by signing up for ROAR Membership.
Join with a Basic (free) or Plus membership (for extra features).