EDITOR ’ S QUESTION
but also simplify complex queries , turning them into actionable insights . For example , a chatbot could interpret a vague request like “ I need a mid-budget gift for a teenager ” and provide precise , curated options .
This level of customisation ensures that customers feel understood and valued , fostering deeper emotional connections and long-term loyalty . Businesses that master hyper-personalisation will stand out in competitive markets , especially in sectors like retail , hospitality and financial services . from scratch , the system retrieves past interactions and product details , enabling the agent or chatbot to resolve the issue swiftly . This approach not only saves time but also demonstrates that the company values its customers ’ time and loyalty .
By eliminating friction points , businesses can turn potentially negative experiences into opportunities to build stronger relationships . Companies that focus on proactive , seamless support will find themselves at the forefront of customer satisfaction .
3 . Increasing focus on turning ‘ Bad ’ interactions into ‘ Great ’ ones
4 . Dismantling of data silos with integrated solutions
Frustrating customer experiences , such as repeatedly explaining the same issue , can quickly erode trust . Conversely 93 % of customers are likely to make repeat purchases with companies who offer excellent customer service , according to HubSpot . Contextual AI addresses this challenge by leveraging historical data and customer intent to streamline interactions .
Imagine a scenario where a customer contacts a support line about a faulty product . Instead of starting
Fragmented data is one of the biggest obstacles to delivering a consistent customer experience . In our research with HBR Analytic Services , making interactions more seamless ( 55 %) was top of the list of improvements . When data is scattered across different departments or systems , it becomes difficult to build a holistic view of the customer .
Centralised data ecosystems are emerging as the solution , allowing teams to collaborate and share insights more effectively . Integrated solutions powered
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