Market Report: Creating 360 Degree CX Awareness with Purpose-Built AI

To Sony Electronics, one of the world's largest and most diverse brands, customer feedback is essential. However, manually capturing the millions of interactions that take place each day was just impossible and was leading to customer frustration and churn. In this report we delve into how, with the use of AI, Sony Electronics were able to overhaul their contact center experience and achieve results such as an 22.5x increase in feedback response rates from customers. 

The report also explores how Carnival UK utilized AI to capture over 1.2 million customer interactions annually and thus transform customer insight capture, refine their offerings and better understand customer expectations.

62% of organizations now state that incorporating AI-powered tools into the customer service experience is more important than ever. It becomes particularly useful when capturing interactions along the journey, so the customer doesn't have to continually repeat themselves. Ultimately this is what takes CX from omni-channel to 360 degree.

In addition to insight from Carnival UK and Sony Electronics the report delves into:

• How to create ROI from your CX and AI investments
• The challenges with achieving seamless customer experience
• 4 steps to get started with AI in CX
• How to secure stakeholder buy-in and evaluate CX AI products
• Providing seamless, connected customer journeys
• The secret to gathering customer insight and using it to add value to your business

Download a copy to explore statistics, case-studies and expert insight that will help transform customer experience in your organization.