Today, customer journeys are increasingly characterized by the ‘Autonomous Customer:’ An independent, tech-savvy type who is able and willing to self-serve.
“In our annual research, we explore Customer Experience across contact channels, focusing on the highs, the lows, and the way forward,” shares Borja Garcia Sanchez, Product Manager at BT.
“We usually detect notable gaps between customer expectations and what businesses deliver in practice, and in 2023, one of the main themes was the rise of the Autonomous Customer,” he notes.
“So, we can see a prominent need for innovation within this space,” Garcia Sanchez concludes.
BT’s Smart Messaging: Customer Expectations, MetThis is where BT’s Smart Messaging comes in, helping businesses transform customer journeys and encourage quality self-service...
News articles remains the property of the source. Tellbrief is a news aggregator.
