CX-Research Maturity Model Infographic
This CX Maturity Matrix infographic on research related to customer experiences and AI shows the correlation between leaders who had the highest business performance and those leveraging AI for customer impact, agent impact and business impact. Check out this revealing document and contact us today to get started with Webex by Cisco with AI experiences.
Why is customer satisfaction declining?
Customer satisfaction is declining primarily because many customers report being dissatisfied with their last service engagement. This dissatisfaction can stem from agents struggling to manage their workloads and the outdated technology that many businesses still rely on.
How are agents affected by current CX challenges?
Agents are experiencing growing workloads, which leads to higher rates of interaction abandonment due to poor experiences. Additionally, many agents lack access to the right tools, contributing to increased attrition rates.
What distinguishes CX leaders from laggards?
CX leaders typically deploy extensive AI capabilities, enabling proactive customer communications and providing agents with AI assistance. In contrast, laggards often have minimal AI deployment and limited communication orchestration, which hinders their ability to improve customer satisfaction.
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