The Urgency of Machine Learning in the Customer Experience

Aug 12, 2020 9:00:00 AM

The Urgency of ML in the CXThe truth is, you’re no longer coming face-to-face with your most obvious competitors. You’re suddenly battling every other experience your customers are having. Customers want help when they need it, how and where they want it, but delivering even a better-than-average customer experience takes a lot of work. So, are you doing what’s necessary to ensure the CX you’re providing is the best?

This is where machine learning and self-service comes into play. Evolving self-service technologies and leveraging the vast capabilities and benefits that machine learning can bring should be part of every customer experience strategy, starting now. We've laid out the do’s and the don’t’s, detailing ways you can better engage with your customers, provide top-notch customer service, and create a memorable experience. 

With 81% of customers across all industries attempting to resolve matters themselves before reaching out to a live agent, you really can’t afford to wait any longer on providing exceptional self-service. Find out four steps you can take right now with machine learning to transform and elevate the customer experience you deliver.

Candace Sheitelman

Written by Candace Sheitelman

Candace Sheitelman brings more than two decades of marketing expertise to Edify, much of it focused on CX and the contact center. She's responsible for Edify's go-to-market strategy and execution. Sheitelman previously ran her own marketing communications firm and global marketing at Aspect. She earned her B.S. in Public Relations from the S.I. Newhouse School of Public Communications at Syracuse University.