Cognitive Customer Experience
Transforming data into intelligent interactions
What if you could take customers from calling you with a problem to solving problems before they even know they have them?
Through decades of centralisation and cost driven globalisation, we have lost the human touch, and our ability to create meaningful connections with our customers.
Contact centre technology has not changed in years, and neither has the customer or agent experience:
- Expensive to run legacy technologies
- Difficult and slow to make changes, and complex integration
- Customers can’t choose their preferred method of engagement leading to a frustrating experience
- Dis-engaging experience for contact centre agents.
Cognitive Customer Experience
Introducing Deloitte’s Cognitive Customer Experience
Deloitte, along with its alliances with AWS, Salesforce and ServiceNow, are implementing scale Cognitive Customer Experience (CCX) solutions in Australia.
The CCX team, including designers, engineers, alliance ecosystems and change managers, works with you to create powerful and intelligent insights, shaping new capabilities by integrating AI with your data and customer interactions
CCX has the power to take you:
From : Reactive customer-driven calls
To : Proactive anticipation of needs
From : Basic data points
To : Understanding how customers think and feel
From : Basic reporting
To : AI that uses your data and keeps getting smarter, and your customer interactions get better
From : Long call centre queues
To : Quick and satisfying outcomes
From : Overburdened call agents
To : Motivated relationships managers
From : Frustrated customers
To : Happy loyal advocates
