Presented by Strong360 by LogMeIn
2019 is covering up– time to take stock of the client service trends that formed the year, and get positioned for2020 Join this VB Live occasion for a take a look at the predictions that became a reality, the hype that fizzled, and what’s next for AI, CX, and chatbot technology.
Do not underestimate the power of end-of-the-year wrap-ups on service decisions. With 2020 best around the corner, it’s time to take an excellent difficult appearance at how you have actually measured up to your own goals for the year, whether you’ve equaled your competitors, and if your own forecasts for the year became a reality.
In Forrester’s 2018 report on customer care and AI, the business reported that 2019 will be the Year of the Human, total with employees revolting versus the robotics who were taking control of their jobs and consumer backlash versus terribly done chatbots. A variety of studies reporting that up to 50%of consumers wanted their live representatives back or thought chatbots were the worst seemed to back Forrester’s cautions up.
In the meantime. Forbes anticipated that consumers would be welcoming voice assistants wholeheartedly and the chatbots were about to develop to their next and last, rewarding type.
Turns out there were no violent engagements in the streets, nor consumers and customer service agents using up arms versus data researchers and the company leaders they served. Rather, the discussion around how AI-powered customer support innovation might boost human work (instead of change it) got steam.
In 2019, wise companies started investing in bot innovation since it was clear that regardless of bookings, consumers were slowly occurring, and having the infrastructure in place now would assist services get ready for the next action in customer care technology.
So what’s going to happen in 2020? Companies can’t afford to enter into it blind, and remaining competitive is significantly the difference between business that have the ability to pivot on a dime and the companies that miss the train. Now is the time to get equipped for what’s coming over breaking down the great and the bad of what happened in 2019, and thinking about what it means for the year that’s practically here.
Join this VB Live occasion to keep your business on top of the consumer experiences patterns that will matter most in 2020, gain from the advances of 2019, and learn why Gartner thinks next year is go-time for your chatbot financial investments.
Do not lose out!
- The future of consumer engagement
- The difficulties, opportunities and trends in universal ease of access
- How digital innovation and AI effects in-store experiences
- Finding the happy medium of personalization
- Why privacy and security is a customer service concern
- Ken Dodelin, VP Conversational AI Products, CapitalOne
- Prince Arora, Director Product Management, Albertsons Business
- Katherine Hird, Senior Item Marketing Supervisor, Bold360 by LogMeIn