2024 stands as the year of significant transformation as 70% of CX leaders reconsider their entire customer journey, reflecting the paradigm shift in customer service from human-driven to a Human + AI ecosystem in today’s digital and AI-centric business landscape. From a customer’s lens, Generative AI (Gen AI) can be both a delight and a spur for more demanding expectations. From the customer service leader’s perspective, it can be a source of both possibilities and challenges. Drawing the delicate balance between the hyper-efficiency of digitized customer care and the hyper-personalized responsiveness customers crave is an exciting and challenging code to crack.

Most people are looking for effortless customer service. According to historical figures given by Donald E Wetmore from the Productivity Institute, the average person gets one interruption every 8 minutes which equates to 50-60 for every working day. If people are constantly interrupted they will increasingly want and expect their own issues and concerns to be resolved rapidly and without hassle.

When it comes to achieving sales floor-ready products, driving revenue, fighting shrink and organized retail crime (ORC), and creating better customer experiences — there’s a service strategy that allows retailers to do it all. That service is Source Tagging, and it’s retailers’ best bet for improving retail outcomes in 2024 and beyond. In our latest white paper, “Discover the Power of Source Tagging,” you’ll learn how a holistic Source Tagging program from a leading provider can enable you to:

The contact center emerged as an early use case for generative AI—with varied success. Organizations can learn from early adopters and think about their adoption strategies across three horizons. Generative AI (gen AI) arrived in the contact center in a big way in 2023—and with it came the potential for transformational improvements in agent efficiency and effectiveness, reduced operational costs, and improved customer experience. Since then, successful adoption has been uneven, with some contact centers deploying gen AI and AI technologies effectively while others are struggling to capture value.

Like every industry, retail is experiencing an artificial intelligence boom — and like other industries that operate with such small profit margins, any competitive edge is not only welcome but necessary to survive.

AI offers benefits in five key areas for retailers: personalization, visual search, virtual reality (VR) and augmented reality (AR), predictive analytics, and chatbots. The first three offer improvements in the form of improved customer experience which can increase sales and average cart value; the latter two are more about reducing costs, which can be clearly seen in your bottom line.

In the ever-evolving landscape of customer experience, artificial intelligence is emerging as a transformative force, redefining the standards of customer service. And according to our survey, your customers are looking for fast, human-like responses from chatbots. That’s where AI can help you elevate customer service.

• 88% of respondents said good customer service experience will make them more loyal to a brand

Discover how AI and keyword chatbots can help you automate key elements of your customer service and deliver measurable impact for your business. A customer service chatbot uses AI, machine learning, and Natural Language Processing (NLP), to simulate and understand human conversation. Businesses use AI chatbots and keyword chatbots to automate elements of their customer service, drive efficiencies and boost customer satisfaction.

Most online shoppers are at least occasionally let down. It appears that online customer service could use some improvement. The 2024 Online Retail Trends Report, a survey of more than 1,500 U.S. and U.K. consumers commissioned by integration platform as a service (iPaaS) Celigo, revealed that 88% of U.S. and 79% of U.K. respondents said that online retailers failed to meet their expectations at least once in the past year.