Impact of Chatbots and AI on the Customer Journey

A view into what Customer Experience (CX) looks like today and how AI can improve CX moving forward.

The LogMeIn 2018 AI Customer Experience Report

What does the state of Customer Experience (CX) look like today? How are businesses and consumers thinking about CX? And how can emerging technologies such as Artificial Intelligence (AI) impact CX for the better? In the summer of 2018, Bold360 set out with leading independent market research firm Vanson Bourne to find answers to these questions. Download the Executive Summary for key learnings and takeaways from this research.

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Lessons learned? Respect your customers

To really earn the loyalty of consumers today, organizations must deliver customer experiences that show they value their time and attention.

  • Only 49% of customer inquiries are solved on the first interaction.
  • Over six in ten (61%) of consumers feel it takes too long for an inquiry to be solved.
  • Nearly 90% of consumers who stated it takes too long for an inquiry to be solved said they would take retaliatory measures against brands who do not improve in this area.
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The impact AI will have on customer experience

Organizations must not only meet their customers’ expectations but have the opportunity to use Customer Experience (CX) as a competitive advantage. Listen to Bold360 and Vanson Bourne discuss key takeaways from the LogMeIn 2018 AI Customer Experience Report — including how emerging technologies like Artificial Intelligence (AI) are changing CX for the better.

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