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Customer Readiness for Artificial Intelligence in Service & Support

A few months ago I was involved in an extensive research study completed by Fidelum Partners in collaboration with the Professional Association for Customer Engagement (PACE), to explore current customer readiness for Artificial Intelligence in Contact Centers service and support. Fidelum Partners conducted a nationally represented online survey of U.S. adults between December 13th, 2019 and January 21st, 2020. To be honest, I had no idea what to expect, but when we reviewed the results I was shocked. We discovered how these results impacted all industries in the contact center, but especially the healthcare, insurance and retail verticals. It was at that time that we decided that it was necessary to share this report with contact centers worldwide in an effort to support business growth and expansion with AI technology.

The Executive Summary

The executive summary was discussed a recent webinar hosted by Jim Rembach, founder of CX Global Media, as well as managing partner of Fidelum Partners, Craig Brinkley. Attendees explored the high-level results of the report and fortunately PACE members are able to get a free copy of the executive summary.

This first webinar was to help you gain an industry perspective on AI across all verticals.

Real Truths for AI in the Contact Center

Register for any and all of the webinars for FREE! Each webinar will be recorded and available for PACE members. The platform is limited to 125 spaces. So if you are “locked-out” members get on-demand access. We hope that this report and the following vertical applications bring light to the realities of our customers readiness to interact with artificial intelligence.

After the Report

You may attend one or more of these webinars and scour the report only to find that you aren’t sure what to next in your own contact center. Our team would suggest starting with a Customer Experience or Contact Center Performance Audit. If you are already aware of where you need to make changes but you require the extra expertise to implement changes in omni-channel technology or automation support our team can customize a strategy to provide your customers with the best experience as we help you find the right balance of AI and agent resources.

CH Consulting Group provides unparalleled expertise in the Contact Center and Customer Experience (CX) verticals. We have a nationwide team of industry veterans that can assist you to achieve exponential growth, manage change, and generate profit. For a comprehensive CX assessment and strategic plan customized for your unique business needs, connect with us here today.

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CHCG Audits

Customer Readiness for Artificial Intelligence in Service & Support

The Executive Summary

Real Truths for AI in the Contact Center

AI in Healthcare Contact Centers

AI in Insurance Contact Centers

AI in Retail Contact Centers

After the Report

more insights

Why the Voice of the Customer is so Important to Your business

Voice of the Customer with Christa Heibel

Humans + Machines – the Perfect Partnership: An Interview with Humach’s Randy Feger

Contact Center Service List

Contact Center Technology

Contact Center Operations

Customer Experience

Contact Center Assessments

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