AIForbes Innovationabout 2 hours ago
6 Keys to Great CX in the AI Era
1 min read
ServiceNow's report, The CX Shift, surveyed 34,000 respondents across 18 countries and found that companies over-prioritize speed and automation at the expense of human experience. The six-part strategy includes using AI for empathy scoring, centralizing CX metrics, blending AI with human reps, training reps in AI skills, modernizing CRM into a real-time platform, and unifying customer data into a single source of truth.
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