Sponsor: BrightPattern

On one hand, skeptics were wrong about the longevity of chatbot technology.

The hype has not evaporated. Organizations remain fixated on leveraging AI-driven bots within their customer experiences. Technology companies and their backers continue to invest heavily into the chatbot space. The market remains confident in the technology's potential.

This special report reveals the framework for that test. It explores the questions you need to ask-and the steps you need to take-to truly harness the power of chatbot technology.

“Omnichannel is the key to effortless and personal cloud customer service, yet Gartner and IQPC estimate that only 5% of companies offer true omnichannel".

So how do you get started? Here is a quick overview of what true omnichannel looks like, plus five keys for putting effortless and personal omnichannel customer service in play at your company, whether it’s big or small.

By now, nearly all companies have realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there have been huge gains. According to Forrester’s 2017 Customer Experience Index (CX IndexTM), however, CX quality plateaued or declined for most industries and companies.

So are we going to stay put or decline? Or are we going to punch through to the next level? 2018 will be the year where this is decided. So what will be the big stories? How will technology and automation advance the customer experience? Here’s our take on what we think will be the biggest trends in 2018.

By now, nearly all companies have realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there have been huge gains. According to Forrester’s 2017 Customer Experience Index (CX IndexTM), however, CX quality plateaued or declined for most industries and companies.

So are we going to stay put or decline? Or are we going to punch through to the next level? 2018 will be the year where this is decided. So what will be the big stories? How will technology and automation advance the customer experience? Here’s our take on what we think will be the biggest trends in 2018.

“Omnichannel is the key to effortless and personal cloud customer service, yet Gartner and IQPC estimate that only 5% of companies offer true omnichannel".

So how do you get started? Here is a quick overview of what true omnichannel looks like, plus five keys for putting effortless and personal omnichannel customer service in play at your company, whether it’s big or small.