Do you know the four pillars key to creating
a best-in-class digital experience?

The digital customer experience is an ever-evolving journey requiring constant updates to care for new customer needs and behaviors. To ensure success, AI-powered self-service tools are a must so customers can help themselves. Such offerings result in a hyper-personalized customer experience across digital channels that is proactive rather than reactive.

Companies that apply the four pillars experience:

• Better customer satisfaction: best-in-class companies (top 20%) experienced an average 27.3% year-over-year change in customer satisfaction compared to 3.1% for all others
• Better customer retention: best-in-class companies have a retention rate of 81% compared to 63% of all others
• AI-powered knowledge management [KM]: firms with smart KM were 21% more likely to provide agents with real-time decision-making guidance
• Self-service first: companies that use smart self-service are 63% more likely to use real-time analytics to fuel personalized experiences
• Proactive engagement: companies who engage in proactive engagement are 56% more likely to optimize outbound communication to yield higher conversion rates