Product Managers’ Guide to Using Conversational Platforms to Improve CX

Enterprise applications demand continual customer experience improvement across multiple channels. Product managers of B2B software can use conversational platforms to increase user satisfaction, contextual awareness and multichannel capabilities of the overall customer experience.

Key Challenges

• Conversational platforms are among the most used artificial intelligence (AI) applications. Yet, product managers find it difficult to justify the product investment, even with the benefit of improved customer experience (CX), because the investment is not directly tied to their customers’ business outcomes.
• Product managers find it challenging to integrate conversational platforms as part of their product experience to fit their own ecosystem, organization’s strengths and product management capabilities.
• Technology providers’ customers require support, which is often missing, in order to craft business cases for conversational platform capabilities that incorporate market-specific metrics and benefits.

[Article is based on the original written by @Jessica Ekholm.] To learn more about overcoming the key challenges, Gartner subscribers can click here.