Impact of Chatbots and AI on the Customer Journey

Today’s customers have no shortage of options when it comes to products and services, and one bad experience often prompts them to take their business elsewhere. To meet consumers’ growing expectations, businesses across the globe are transitioning from traditional methods of providing service support to more customer-focused digital engagement strategies. As companies seek to improve their customer experience (CX), many are evaluating emerging technologies like Artificial Intelligence (AI) to not only improve their operational efficiency but to create a new competitive differentiator.

Bold360 partnered with leading independent research firm Vanson Bourne to conduct a global survey of 850 business decision-makers and 4,500 consumers to determine what CX looks like today and where there are areas of opportunity for brands to improve their customer engagement processes.

In this webcast, we highlight the research findings including:

• Current trends, challenges, and successes across customer engagement and support
• Consumers’ views toward the customer experience
• How emerging technologies will impact your digital engagement processes.