Released last week, the NICE International Happiness Index found most consumers believe if organisations leverage digital and AI in CX it can close the gap and make them happier consumers… and more loyal.
To find out more, we sat down with Richard Bassett, VP of Digital, AI and Analytics at NICE, and perhaps the most startling stat is that AI not only makes customers happy, it can also reduce attrition rates in CS agents with numbers quoted as high as 34% falling to single digit numbers when AI in CX is used.
Ultimately a happy customer is more likely to be a repeat customers, and a loyal workforce removes the need for constant recruitment and training, so it simply makes good business sense – 52% of consumers reporting they are more likely to return to brands that deliver exceptional CX.
In this video you will find:
- 00:00 Introducing Richard Bassett, VP of Digital, AI and Analytics, NICE
- 00:39 How does AI in CX make customers’ life happier?
- 04:10 Why AI can make customers happier than a refund or future discount
- 06:20 How AI can integrate conversations across multiple channels
- 07:52 How AI in CX can make CX agents lives’ happier
- 11:04 Reducing CX agent attrition rates from 34% to single digits
