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Industry Research : New Study Finds AI Widens the Success Gap Between CX Leaders & Laggards

#contactcenterworld, @logmein

LogMeIn (Nasdaq: LOGM) announced the results of a new study conducted by Forrester Consulting to determine how customer experience strategies affects overall business success. The study, Build Competitive Advantage Through Customer Engagement and AI1, surveyed 479 global customer engagement decision makers and found that organizations with a more mature strategy – including those who make Customer Experience (CX), an organizational priority and leverage omni-channel and Artificial Intelligence (AI) technologies -- see an increase in revenue and conversion at double the rate of other companies. The results also show that as the maturity gap continues to widen, organizations that are falling behind may never be able to catch-up to their more mature competitors.

"Exceptional customer experience is a cornerstone of business success. Better customer engagement leads not only to higher customer satisfaction, but also to greater top-line revenue growth and more satisfied customer-facing employees," according to the study. Organizations with greater engagement maturity reap benefits, not only more often, but of greater value, than less mature companies."



The Impact of Technology

Emerging technologies like artificial intelligence are also accelerating the divide. Companies with a more mature engagement approach can more quickly adapt and incorporate powerful use cases of AI that propel them forward. 36% of the least mature respondents use AI, but only in proofs of concepts. Meanwhile 58% of CX "experts" have implemented a holistic AI strategy and roadmap. The comparison between long-term and short-term strategies of these organizations represent a significant set-back for the less mature companies who have not been able to capitalize on the business intelligence that AI-powered technology can provide.


Challenges Facing Less Mature Organizations

The study showed that 37% of less mature organizations rely too much on obsolete technology – especially in the area of digital channel support. Furthermore, poor self-service and automation capabilities are leading to frustrated customers and increased call center volume – which conversely is not a typical challenge for the most mature of the group who are successfully leveraging these capabilities to create better overall customer experiences. Additional challenges that less mature organizations run into include lack of visibility into both customer data (37%) and the performance of engagement channels (42%). These limited views inhibit a company’s ability to quickly address weaknesses and understand how to best serve their customers.

Measurable Impact

For the most mature of those surveyed, 63% saw an increase in NPS as a result of their current customer engagement strategies and reported an average of 8 points higher than their lesser mature counterparts. Further, half of these organizations saw an increase in conversation rates, 56% reported an increase in revenue and 40% saw an increase in order size. Even agent satisfaction increased under the more mature organizations with nearly 50% reporting an increase in overall job happiness.

"With all of the hype around AI’s place in customer experience, it can be hard for companies to separate fact from fiction," said Ryan Lester, Senior Director of Customer Engagement Technologies at LogMeIn. "The results of this study helped provide some clarity around the importance of continuing to evolve customer engagement strategies. Technologies like AI are creating a significant competitive advantage for leaders and leaving the rest falling irreparably behind."

#contactcenterworld, @logmein

Posted by Veronica Silva Cusi, news correspondent

Source: https://www.globenewswire.com


About LogMeIn, Inc.:
Company LogoLogMeIn (NASDAQ:LOGM) provides cloud-based remote access, support and collaboration solutions to quickly, simply and securely connect millions of internet-enabled devices across the globe — computers, smartphones, iPads, Android tablets, and digital displays. Designed for consumers, mobile professionals and IT organisations, LogMeIn's solutions empower nearly 13 million active users to connect more than 100 million devices. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, Japan, the Netherlands, and the UK.
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Today's Tip of the Day - Stop-Start-Continue

Read today's tip or listen to it on podcast.

Published: Tuesday, April 30, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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