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In today’s fast-paced, digital world, customers are demanding omnichannel self-service that’s personalized, instant, and always available. And this trend is not slowing down anytime soon—in fact, it’s on the rise. 70% now expect to use messaging apps when talking to a business and over 60% prefer to use self-service, such as a website or mobile app, for simple customer service tasks. This expectation gives businesses small and large an opportunity to improve the customer experience, while also driving efficiency. The trouble is, most organizations are failing to deliver.

In 2018, CX performance was flat and more than 50% of digital transformations efforts stalled

Forrester Predictions 2019: Transformation goes pragmatic

One of the biggest problems is ROI. While AI-powered assistants hold the promise of greatly improving CX, companies are struggling to determine AI’s actual ROI. Despite the rising pressure to increase digital capabilities and enhance the digital experience, a Gartner survey of service leaders revealed a low level of preparedness when it came to addressing customer-facing AI. It seems that while many companies know what they need to do, they don't know how to do it.

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