// PREDICTIVE INTELLIGENCE // realistic strategic objectives and key metrics for success .

Data has the answers

Learn as much as you can about your customers by analysing and monitoring your customers ’ interactions . Whether that ’ s voice calls , emails , WhatsApp chat , web chat , online comments or text messages , AI solutions can extrapolate key words and phrases from them , identifying trends and patterns in the data so you can gain deeper insights into their behaviour , perceptions , purchasing history and personal preferences . Data analytics let you get under their skin , enabling you to benchmark where you are so you can ask – where do we want to be and how are we going to get there ? The critical element here is to ensure you deliver that change and how you measure it at the different touchpoints throughout their journey .

Helping you to manage change

Digital Transformation is no mean feat , but it is vital to ensure you succeed and deliver ROI . Consultative technology partners help you manage change through workshops , pilots , training people and setting measurements and performance indicators and evaluation reports to ensure you get the outcome that you set out to achieve .

Invest in employee training

By holding training sessions and appointing mentors , you can roll out the technology solution with the assurance that it will be used .

When deploying AI and automation in the contact centre it is important to stress to your agents that AI will not replace them but will allow them to hand over the daily mundane tasks to the AI solution , enabling your agents to handle the more complex high value tasks , making their job more interesting so you can retain them for longer .

deliver a large ROI and 77 % of businesses are using or exploring AI .

Closing the loop

Customer experience is all about perception and how companies manage the entire sales process – we like to refer to it as the ‘ success process ’ because that is what all parties want to achieve : a success relationship . Success in communication , ordering ,

Jonathan Sharp , CEO , Britannic

CUSTOMER EXPERIENCE IS ALL ABOUT PERCEPTION AND HOW COMPANIES MANAGE THE ENTIRE SALES PROCESS .

AI solutions are an excellent way to improve the communications processes in the customers ’ and agents ’ journey so they can self-serve and they also provide the ability to capture more data to use as business intelligence . Accenture revealed that 57 % of business leaders feel that conversational AI

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