Issue 3: Technology
Arundhati Balachandran opens up about her philosophy and process for making CX tangible, measurable, and pursuable.
Human-computer interfaces are difficult to make work in ways that appear intelligent. For the time being, combining multiple AI customer service tools will likely bear the best results.
Customer service and experience leaders from Volkswagen, Optimizely, and Church’s Chicken share their philosophy and technology practices driving success.
Trust is an afterthought in the design of services and experiences. Until AI practitioners accept and embrace this, public approval will remain fleeting.
In a period of flux, technology must capture the current state of the market and unveil customer challenges.