We don’t think of customers as individuals with emotions who we’re thankful to for paying for something we’ve created,” said Brian Solis, digital anthropologist and author of several books about customer experience. “We still think of customers as numbers, graphics, spreadsheets, and percentages.”
given the pressures of the current economic climate. But as recent Harvard Business Review research found, businesses that reimagine how they operate to become more customer-centered will thrive.
The key is senior leaders who establish and champion a customer-first culture, and align data, systems, and people to unite around the customer. Presently, only 15% of companies have a unified view of customer data and the ability to make use of customer data insights.
Leading companies that integrate data across departments america phone number list can gain a 360-degree view of customers and use that insight to become more digitally empathetic.
For example, Einstein GPT, the world’s first generative AI for CRM, offers AI-created content across every sales, service, marketing, commerce, and IT interaction.
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Customer service is likely to take a huge leap forward thanks to the just-released GPT-4, which is capable of processing, understanding, and interpreting not just text but audio, video and images. The possibilities are mind-boggling. One example: it can recognize visual and audio cues during a service or sales call to determine a person’s emotions, automatically escalating cases.