Companies need a shift in mindset from treating customer service as a problem-solving function and a cost center, to viewing it as a shared value creation function. Engaging customers at every step of their journey – from learning and purchase to usage and repurchase – is a top priority and the service suite plays a key role.
In a CX Network fireside chat with Joseph Vassie, Head of Insights and Analytics at ASOS and Alan Gibson, Service Specialist for Sprinklr we discussed together why this is demanding a pro-active vs reactive approach to customer experience, what is preventing us from achieving the same, and how AI can help to achieve best-in-class CX.
