We take a closer look at evolving approaches to customer experience through technologies such as APIs , AI chatbots and RPA
Customer experience , often abbreviated as CX , describes all the ways in which a customer interacts with a company , whether calling a customer service helpline or buying a product in a store , and everything in between . While the old mantra of ‘ the customer is always right ’ might still serve as a guiding principle , increasingly the customer experience is ran by technological and automated means .
According to Chris Duddridge , Area Vice President & Managing Director of UKI at UiPath , a number of issues are critical for customer contact centres in providing the best level of customer service . “ There are an estimated 14 million contact centre agents globally across a variety of industries , company sizes , and countries . While each industry faces its own unique problems , the frustrations around customer contact centres are global for businesses and customers alike . Today , contact centre leaders face three main challenges to ensure they remain competitive : Retaining customers , improving agent effectiveness and modernising operations .”
25 technologymagazine . com