During the customer panel at #Five9CXSummit, all four customers cite personalization as a key for driving the “new CX.” This is interesting because the panel includes B2C, B2B, and B2B2C businesses. AI in contact center is not just chatbots; using customer context to drive personalized experiences is maybe more critical in the long run, no matter whether the customer is an airline passenger, a retail customer, a university, or a hospital. #CX #Five9 #cctr #customerservice
CMO turned Industry Analyst | Helping B2B Software companies grow
2 周Thanks for sharing Ian Jacobs. Very timely for my research on what personalization actually c/should mean for contact centers/customer service