Healthcare organisations can leverage composable commerce to enhance their customer experience As businesses grapple with tech debt and outdated systems, Pegasystems and YouGov report that AI and ML are game-changers for customer service experiences Customer service is undergoing a transformation driven by rapid technological advancements and evolving consumer expectations. The convergence of AI, machine learning (ML) and data analytics is reshaping how businesses interact with their customers , promising more efficient, personalised and satisfying experiences. In recent years, consumers have reported increasing frustration with traditional customer service models, citing long wait times, repetitive interactions and a lack of personalisation as major pain points. However, a study by Pegasystems and YouGov across 4,000 consumers from North America and the UK on their views around how businesses prioritise their technological investments in customer experience, found that despite new technologies offering solutions to these challenges, respondents believe interacting with businesses is more difficult now than ever. Deteriorating service quality despite technological advancements More than half of the respondents (56%) reported in the study that interacting with businesses is more difficult now than it was a decade ago, despite advancements in technology such as Gen AI. Some key facts: 56% of consumers say […]
Click here to view original web page at technologymagazine.com
