Customers today have higher expectations than ever before. They expect companies to know them, connect on the channels they prefer, and resolve issues at the moment’s notice. To cater to their customer’s needs, many businesses purchased niche support software to add channel coverage or new capabilities, creating complex technology stacks and silos of information. 

This patchwork of software often leads to broken customer and employee experiences. Customers are frustrated with impersonal communication and long wait times. Support agents are frustrated with swivel chair experiences where they have to navigate multiple systems to find answers and conduct manual work.

Just in the past year, we’ve hit a disruptive point in the CX industry, driven by generative AI technology. For the first time, companies will be able to deliver personalized experiences to every customer at scale, using technology, instead of hiring more and more people. This new era of total customer experience will bring about: 

• Hyper-personalized customer experiences, whether it’s interacting with a bot, or a live agent, your customers won’t be able to tell the difference. 
• Predictive engagement for agents, where the software becomes a proactive assistant, predicting the next best course of action to take with a customer. 
• Optimized operations for leaders, delivering the right insights into the performance of their teams and businesses automatically, along with recommendations on how to best optimize operations.