31 of customers did not go unvalued . Companies which used AI and RPA to be proactive and choose the most appropriate action for each customer in real time , whether they needed to adopt equipment for a home working environment or freeze their non-essential subscriptions due to financial restrictions , were able to get it right the first time and hold on to customers for the long-haul .”
The impression , then , is that companies that embraced the digitalisation of the customer experience prior to the pandemic were much better prepared to face it . Regardless of whether it was in their plans , companies worldwide are now all but forced to bring in automation and other technologies to meet customer expectations .
technologymagazine . com