Today's customer experience Challenge

With the rise of the internet and the growing proliferation of smartphones and other communications technology, the way customers interact with companies has fundamentally changed. Whether it’s booking a taxi or ordering products online, customers are used to receiving a quick, convenient and personalized service. They now expect the same levels of customer experience across all the companies they interact with.
 
Imagine being able to serve every customer as if you were dealing with them in person, understanding exactly what they want and giving them high quality, targeted answers in real time. Now imagine being able to do this for all business functions whether it’s querying an invoice or managing an insurance claim, or for more traditional physical processes like receiving mail. That’s the ideal situation.
 
However, many businesses are struggling to cope with huge volumes of customer communications, across an ever growing and changing array of channels. They don’t have the infrastructure to process these queries quickly and accurately, especially if they are in an unstructured format, such as emails and phone communication.
 
Alternatively, companies may have disjointed systems, so crucial customer information is lost or hard to access. As a result, the gap between customer expectation and what companies actually deliver remains significant.

Figure 1: Level of customer expectation is going through the roof

Sources: Gladly, Customer Service Expectations Survey, 2018 / Salesforce, State of the connected customer, 2018 / Eptica, 2017 Insurance Customer Conversations, 2017 / CCW, The customer experience, 2018
In response, many companies are upgrading their customer experience management systems and transitioning from manual to automated processes to handle high-volume workloads. In addition, they have to re-think end-to-end processes in order to create a seamless journey from first customer contact to closing the case. Digital transformation projects often fail because stakeholders don’t think about operations holistically.1 Alongside cutting-edge automation, companies need processes that can handle exceptions or manage areas where software is not the most efficient option. This white paper explores how Intelligent Automation can drive new efficiencies into your business, and why partnering with the right service provider is key for your success in combining people, processes and technologies.

Chapters

Introducing Intelligent Automation

Chapter 2

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The benefits of Intelligent Automation

Chapter 3

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Overcoming Implementation Challenges

Chapter 4

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Intelligent Automation in Action

Chapter 5

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Intelligent Automation and SPS

Chapter 6

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