How to deliver Customer Engagement Automation
Many Customer Experience leaders are grappling with how to deliver a better CX through new technologies. Customer Engagement Automation is among the most in-demand of those because it automates engagements with customers without sacrificing CX. It does this through AI-powered digital assistants.
An early and fundamental choice is whether to build or buy the Customer Engagement Automation solution. This decision shouldn’t be taken lightly, as new-tech development projects are infamously tricky. Customer Engagement Automation is all the more so because it uses AI and other cutting-edge tech to automate customer journeys. Therefore, success requires savvy use-case selection, journey mapping and other related areas of domain expertise, on top of the required tech sophistication with NLU (Natural Language Understanding), API integration into backend systems and more.
A new Pypestream white paper poses three questions that will illuminate the build vs. buy decision. CX leaders should ask the following.
- Do we have a strong understanding of customer engagement needs?
- Do we have the right resources and expertise to do this ourselves?
- Are we willing to wait?
The white paper delves into each question, providing context on how to answer it and evaluate its implications.