BAI Featured Innovation: Take a

modern approach to
customer experience:

empowering frontline employees and agents

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Customer service expectations have grown tremendously in recent years, and a customer’s experience with a brand has become a key factor that determines if they’ll do business with a company again. These rising expectations–and stakes–are increasing the demands on all customer-facing employees.

This 2019 global survey asked 750 customer-facing employees, customer experience managers and content/knowledge managers:

  • How are their roles changing in this competitive environment?
  • What are the biggest barriers to making customers happy?
  • Are they leveraging AI technology to improve customer experience?
  • What is their strategy to scale high-quality support at manageable costs?