A CX Leader’s Guide to Total Excellence: Four Secrets to Success (Aberdeen)
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CX in the Era of Intelligent Self-Service (Opus)
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The days of rigid and intellectually limited automated assistants are over. Too many alleged “AI” solutions were built and deployed from a defensive position, not in service of the customer. Deflection was the name of the game and customer experience was an afterthought.
Now it’s a new era. At every step of the customer journey, successful CX leaders ask themselves how they can serve the customer in every moment, anticipate their needs, and put them in control.
In this exclusive new report, Opus Research analysts share their perspectives on customer experience interactions (CXi):
