AI and the Future of Customer Experience
Integrate data science with behavioral science and ask the right questions from the beginning in order to get the most out of the data. Embrace AI to mine the data and engage Behavioral Science to interpret the data.
—Cerita Bethea
Nowadays it’s not uncommon for companies to be sitting on large masses of customer data from customer interactions (digital and in-store) or in the form of customer profiles. That also includes the millions of recorded phone calls for the occasional “training and development purposes.” In addition, there are now widely available third-party data sets with customer profile descriptors including attitudes, digital and social media behaviors, as well as biometric data ...
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