SEPTEMBER 20196 A recent survey notes that nearly 66 percent customers switch brands because they've experienced unsatisfactory customer service. However, in today's IoT era that is driven by intelligent home appliances and smart speakers, brands have the advantage or disadvantage--depending on their willingness to adapt to new technologies--of improving their products and services based off of instantaneous responsive feedback. This hyper-connected world of real-time experiences has also led to consumers expecting resolutions at breakneck speed, leading brands to utilize social media, AI, and chatbots to help plug the unprecedented speed gap.Social media platforms such as Facebook Messenger and Twitter are not only welcoming a new age of millennial customers, but doing so while integrating all the foundational elements of traditional digital customer service channels such as chat functionality, customer data, and mobile notifications. By combining AI, chatbot technology, and social media messaging, brands are beginning to see the benefits of automated responses that are also personalized to a customer's identity profile.Simply put, this degree of back-and-forth engagement between brands and their consumers has never existed at any point in history. This brand new ground reality will only be bolstered by the rise of voice assistant technologies such as the Amazon Alexa. Google states that 72 percent of voice assistant owners use their devices as part of their daily routine, to carry out chores and everyday tasks. Also, the new phenomenon of voice commerce--where ecommerce brands sell their products or services using voice assist technology--is gathering steam.To keep up with these trends, brands will need to invest in a robust CX management solution with an omnichannel delivery model--to ensure their products and shopping experiences are available across a wide range of touchpoints. They will need to sustain the same quality of CX across smartphones, voice assistants, kiosk screens, connected cars, smart TVs, and other appliances. In leafing through these pages, your enterprise stands to discover a CX management solution most suitable for optimizing your business.Annie JohnsonTo subscribe to APACCIOOutlookVisit www.apacciooutlook.comArt & GraphicsAmelia StewartFlynn SmythToby LangtonJie Ch'angManaging EditorAnnie JohnsonEditorialAdapt, or Lose Customers in a FlashSenior WritersLane Adams Clara MathewRoyce D'SouzaEditorialAlfred MardinLouis BeckerRachael ClarkRoy ChowDai ShihRose DcruzCopyright © 2019 ValleyMedia Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.SEPTEMBER - 09 - 2019, Volume 05 - Issue - 48 (ISSN 2644-2876) Published by ValleyMedia Inc.*"Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staff"Emailsales@apacciooutlook.comeditor@apacciooutlook.commarketing@apacciooutlook.comContact usPhone: +1 510.996.5168Fax: 510-894-8405Annie JohnsonManaging Editoreditor@apacciooutlook.com
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