The latest trend in today’s data-centric world is machine learning and artificial intelligence, and AI is looking like the go-to technology and buzz for 2019. In fact, Gartner recently released a Smarter With Gartner report that identifies AI as one of their top 10 strategic technology trends for 2019. And a McKinsey Global Institute economic model estimates that about 70 percent of companies will adopt at least one type of AI by 2030.
Given the projection of AI, it’s worth noting that the possibilities and potential for AI-driven applications to enhance Customer Experience (CX) seem endless — from chatbots and personal assistants to text & sentiment analytics that can turn customer feedback into a roadmap for CX improvement. If, however, you’re thinking about jumping on board as soon as possible, think again.
http://customerthink.com/five-prerequisites-for-adopting-ai-to-improve-cx/
When was the last time you took a long, hard look at what you've been doing in terms of listening to customers in order to figure out if it's time for a redesign or a major overhaul? Have there been personnel changes on your team? Have you acquired other companies? Are the people who originally designed the surveys still with the company? If they aren't, is there anyone else who recalls the original objectives? If they are, do they recall the objectives, the overall roadmap, the reason for the approach, etc.?
http://www.customerexperienceupdate.com/voice-of-customer/?open-article-id=6590087&article-title=how-do-you-know-when-it-s-time-to-redesign-your-voc-program-&blog-domain=cx-journey.com&blog-title=cx-journey/
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