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PodChats for FutureCIO: Maximising the impact of automation on customer experience
In a Forrester study commissioned by CINNOX, only 16% of all surveyed customers recently experienced interactions that exceeded their expectations. It indicates that although organisations are committed to becoming more customer-focused, they have insufficient understanding of customers’ expectations and are failing to deliver quality experiences.
In more developed markets like Hong Kong and Singapore, customer experience sentiments were the lowest, with only 7% and 9% experiencing interactions that exceeded their expectations, respectively.
Patsy Wong, Chief Strategy Officer at CINNOX, says…
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