Zoom and Sifted: Customer Experience As We Know it is Ending
Greg Kihlström is featured in this content partnership between Zoom and Sifted, featuring the following:
So what can be done to help stressed out customers and overwhelmed customer service agents?
“The future of customer experience will be highly personalised, often self-service, and, where human agents are involved, those agents will be augmented by the best possible AI tools available,” predicts Kihlstrom.
“To accomplish this, brands will need to connect data from throughout the customer journey — from initial marketing touchpoints, to the purchase process and through to the customer support lifecycle — so that their internal teams, including contact centre agents, can have a full and accurate picture of the customers,” he adds.