We see three opportunities for business leaders who want to enhance their companies’ CX and drive greater satisfaction. First, focus on frictionless commerce. Second, consider augmented experiences. Finally, emphasize intuitive interactions.
Touchpoint-centric engagement could unleash massive value for customers and businesses. Taking just a few key steps will help companies reap the rewards.
What will the next generation of digital helpers look like? BCG Henderson Institute Fellow Karen Lellouche Tordjman breaks down the two critical challenges engineers need to crack before they can usher in a new age of smart voice assistants
Consumer preferences are changing rapidly, outpacing companies’ traditional abilities to track and respond to trends. Data and AI can provide new eyes and ears.
More than half of consumer-facing companies surveyed don't measure the payoff from investments that are central to their brand.
Big data has the potential to be both friend and foe
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