7 Key Steps to Delivering a Smart Interaction Center

(Featuring research from Forrester) Embrace Continuous Improvement To Power Customer Service Operations

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Consumer expectations for simple, intelligent and empathetic service have never been greater. Great customer service that delivers—and exceeds—what customers expect requires data-driven personalization strategies enhanced with artificial intelligence (AI) and digital capabilities.

Consumers now expect companies to know them, their buying habits and their preferences. They want to be advised, enabled and wowed. Companies that meet these demands will thrive. An enhanced experience can pay big dividends: 86% of customers are willing to pay a premium for great service. Conversely, companies failing to meet these expectations will lose customers to competitors who can.

Delivering exceptional experiences requires companies to combine customer-centric ways with new strategies and techniques empowered by data, analytics and AI. This report with Cognizant and Forrester uncovers 7 key steps to stay ahead of your competitors and deliver a Smart Interaction Center.