SSON：2024专用AI助力构建全渠道无缝客户体验研究报告（英文版）（17页）.pdf

1、CREATING 360-DEGREE CX AWARENESS WITH PURPOSE-BUILT AINOVEMBER 2024Sponsored by:Creating 360-Degree CX Awareness with Purpose-Built AI SSON 20242IntroductionThe Current State of PlayThe Challenges With Achieving Seamless Customer Experience The True Potential of AIKnowledge Is Power Getting Started

2、with AI in CX Sony Electronics Achieves Highest-Ever Response Rate with NICEConclusion References Table of Contents 3Kate LoveseySSON Digital SSON 2024467911131616Creating 360-Degree CX Awareness with Purpose-Built AI SSON 20243In todays rapidly evolving business landscape,delivering a 360 degree-cu

3、stomer experience(CX)has become essential for businesses to remain competitive and build lasting customer relationships.A 360-degree CX refers to a holistic approach that encompasses every interaction a customer has with a company across all touchpoints,channels,and stages of the customer journeywhe

4、ther its an initial inquiry,a purchase,or a support request.The ultimate goal is to create a seamless,continuous,and personalized experience where every interaction is remembered and utilized.This means that a customers previous interactions with a companywhether through chatbots,phone calls,emails,

5、or textsare effortlessly passed on,ensuring customers never have to repeat themselves.By delivering consistent and personalized experiences across all channelsonline,in-store,or through customer servicebusinesses can exceed customer expectations,strengthen customer loyalty,and differentiate themselv

6、es in the marketplace.While competing on price is important,competing on service can be a true differentiator for businesses.According to a recent report by Harvard Business Review,94%of respondents agreed that the quality of a customers service experience directly influences their overall perceptio