PALO ALTO, Calif., June 21 (Bernama-BUSINESS WIRE) — Uniphore, one of the largest global AI-native conversational AI providers for the enterprise, today announced a new study from Forrester examining the key challenges facing enterprise customer experience (CX) programs as they navigate the complicated landscape of AI and automation tools and services that all claim to do the same thing – cut costs and increase revenue. To keep costs low, many organizations have turned to disparate CX point solutions, but end up creating “islands of automation,” lessening the impact of these solutions as a whole and risking organizations’ long-term profitability.
As part of a commissioned study conducted by Forrester Consulting on behalf of Uniphore of more than 300 strategy decision makers in organizations in North America and Europe, findings show organizations that take an integrated approach to CX and target the entire customer journey from chatbot to agent-assist help drive revenue and deliver more frictionless interactions. This results in happier agents and customers.
