Getting CX Automation Right

While every business faces its own unique challenges and frustrations to remain profitable, prioritising customer care is key to the continued success of a business. Customers have always expected high-quality service and fair pricing, but modern customers are expecting this and more – for example, proactive service, personalised interactions, and connected experiences across different digital channels.

Advances in customer experience (CX) automation will allow businesses to get in front of the needs and expectations of customers by transforming their CX operations.

Pete Wermter, CMO at QuandaGo, explains in this Thought Leader Spotlight Interview that removing long-lingering operations with automation will provide both customers and employees with opportunities for more meaningful engagement, personalised services, and a reduction of manual work at reduced operational costs.

“Automation is not new,” Wermter says. “It has been tried and tested for years in the customer-contact community, but one of the things we have learned at QuandaGo by working with our partners and customers more closely is that continued success is easier to come by if we focus on what the customer is trying to achieve.

“Having the customer at the centre of your CX automation strategy will improve your CX and CSAT score, as well as improving operational efficiency by supporting agents in repetitive and manual tasks.”

Dive into the interview below to uncover Wermter’s top predictions for the future of automation technology and insights to strengthen your CX automation strategy.

Get in touch with the QuandaGo team if you would like the opportunity to have a one-to-one chat.