This report will highlight the adoption of cognitive technologies used in CEM programs. In our analysis, we’ll go beyond adoption rates and observe the performance results leading businesses to invest in these technologies. We’ll also highlight several key activities companies must implement to develop and maintain top-notch customer experiences through cognitive technologies.
What is Cognitive Customer Experience?
With advancements in technology, companies no longer need to rely solely on human knowledge and decision making to manage customer interactions. Cognitive technologies such as machine learning, artificial intelligence, natural language processing (NLP), and robots provide companies with a wealth of innovative opportunities to complement the use of human resources and achieve better results from customer interactions.