UJET

JUNE 25, 2021

Amid all this chaos, companies need to consider which tools to add to the customer experience stack to help better serve the customer journey. So, let’s step back for a minute to consider a better way forward: Streamlining the customer journey for a better customer experience. For example, Wag! ,

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82

Bold360

SEPTEMBER 15, 2020

Whether customer interaction happens via live chat or chatbot, the user experience is much the same. The customer types a question into the chat window and receives an appropriate response. AI-powered chatbots seamlessly escalate customer interactions to live chat whenever an issue is too complex for the chatbot to handle.

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

UJET

SEPTEMBER 15, 2020

This is especially true between the contact center and CRM where vendors have historically competed to be THE customer service system of record. The result of this fight led to fragmented views of the customer record and customer journey caused by the inability to correctly process field mapping, data translation, and reconciliation.

Customer Experience 78

Customer Experience Contact Center Omnichannel Virtual Agent 78

UJET

SEPTEMBER 15, 2020

This is especially true between the contact center and CRM where vendors have historically competed to be THE customer service system of record. The result of this fight led to fragmented views of the customer record and customer journey caused by the inability to correctly process field mapping, data translation, and reconciliation.

Customer Experience 56

Customer Experience Contact Center Omnichannel Virtual Agent 56