Posted on FORBES Blog
This year's hard reset is amplifying how vital customer relationships are and how much potential AI has to find new ways to improve them.
- 30% of customers will leave a brand and never come back because of a bad experience.
- 27% of companies say improving their customer intelligence and data efforts are their highest priority when it comes to customer experience (CX).
- By 2023, 30% of customer service organizations will deliver proactive customer services by using AI-enabled process orchestration and continuous intelligence, according to Gartner.
- $13.9B was invested in CX-focused AI and $42.7B in CX-focused Big Data and analytics in 2019, with both expected to grow to $90B in 2022, according to IDC.