TECH SUPPLIER Mar 2021 - Conference Proceeding: Tech Supplier - Doc # DR2021_FoCC_DW

Emotional Customer Intelligence and Digital Resiliency: Optimizing CX and NPS with Data and AI


David Wallace


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These event proceedings were presented at IDC Directions in March 2021.

Consistent delivery of personalized CX is expected by 75% of customers to remain loyal. Achieving this goal has become more challenging for brands because of the incredible growth and velocity of data, which customers expect to be used to meet their needs. COVID-19 issues have weakened brand loyalty because of product availability issues and buying channel changes. This session will discuss how new AI-driven technologies can help brands identify highly nuanced customer signals that can improve CX, empathy, and loyalty for customers. Several technologies will be discussed along with use-case examples.



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