Customer service and technology have not always been best buddies. However, with the advent of social media, smart phones, and a growing need for immediate gratification, technology has proven itself worthy to, if not deliver high quality service, at least recover it. This interesting topic came to us from MarTech Series in their article, “How AI and Data Analytics Improves Your Customer Experience.

Creating a customer service experience that pushes the customer journey in the right direction and drives word of mouth referral is critical to any brand success. In fact, nearly one in three consumers say they would post a negative review online to prevent others from shopping with that brand. With critical data points recorded from customer service interactions nearly every minute, it can be difficult to figure out how to use that slew of data to create meaningful results that improve the experience of the customer.

Melody K. Smith

Sponsored by Access Innovations, the world leader in thesaurus, ontology, and taxonomy creation and metadata application.