Rethinking the Customer Journey in the Age of AI

In today’s hyper-connected environment, changing customer expectations sit at the heart of the rapid-paced disruptions occurring across many industries. Consequently, to stay relevant in the eyes of consumers—and ahead of the competition—many organizations are reevaluating every point of contact with customers in search of deeper answers. In fact, a 2018 study by the Incite Group found that more than 85 percent of marketers said that understanding the customer journey at every touchpoint was considered either a critical or important marketing priority this year. For companies seeking transformational change beyond simple incremental improvements, they must consider the role that AI innovations can play in taking their customer journey capabilities to the next... Read more >