“Many enterprise companies working to outpace the competition and enhance the overall customer experience have begun incorporating AI-driven automation technologies. While automation can offer many advantages – faster response times, trigger-based outreach and overall force multiplication for teams – to be truly successful, it must deliver business outcomes. Because customer engagement needs vary greatly across the customer lifecycle, automation can be additive, but the value of human interaction should not be underestimated.”

Our insight : Human interaction and automation cannot be separated in order to have a successful customer experience.