“What are people saying about our brand?”“How do we create a consistent customer experience?”“Why are our customers contacting us?”“How can we enable customers to self-serve?”“How can we make agents more efficient?”

Insights

The role of artificial intelligence

Today’s businesses facecritical questions aboutcustomer experience

90%

By 2020, 90% of people worldwide will have interacted with AI and Machine Learning–Driven customer support bots.1

25%

By 2020, 25% of customer service and support operations will integrate virtual customer technology across engagement channels.2

80%

By 2019, 80% of people worldwide will have used a social channel asinitial point of contact to seek support.3

50%

By 2019, 50% of businesses willhave automated social monitoring for “visual mentions” of their logos and products and will assign value to these mentions.4

Consumers increasingly prefer digital self-serve support models on channels of their choice

Consumers are increasingly turning to social media to have their voice heard

Increaseself-service adoption

AI PatternRecognition

Your customers are engaging with your brand in new ways.

Support services to continually improve via human and AI-based learning and insights enabling better automation, inclusion of more use cases, additional customer insights, to help improve responses.

Understand voice of the customer

Monitor customer engagement

Monitor and manage outbound campaigns

Orchestrate cross-channelmessaging

Enable continuous feedback and improvement

Evaluate ongoing conversations

Add/Update automation use cases

Gain insights across all customer interactions

Provide consistent answers

Intelligently author knowledge base using existing content

Drive reductions in live agent interaction handling time

Deflect live agent interactions with AI-powered self-service

Social engagement

Virtualagent

Knowledgeassist

Marketingtools

Digitaltools

Contact center tools

Drive increased agent speed and accuracy

Identify issuescirculating social media

Automate rapiddecision-making

Consistent customerexperience

Gain insights fromlarge data sets

Verizon Digital CX

Best practicesStay focused, start small and expandfrom learnings

Buy a product, not a developer toolkit

Be channel-smart Don’t launchand forget

AI augmentation ofhuman intelligence

1 IDC FutureScape: Worldwide Social and Customer Experience 2018 Predictions , doc #US43157017, October 20172 Gartner: Market Guide to Virtual Customer Assistants. Brian Manusama et al.. December 20173 IDC FutureScape: Worldwide Social and Experiential Solutions 2018 Predictions, doc #US43157017, October 20174 IDC FutureScape: Worldwide Social and Experiential Solutions 2018 Predictions , doc #US43157017, October 2017

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+ =Efficiencies

AI ProcessAutomation

Customer experience

PersonalizedConsistentContextualImmediate

Do you have the tools, insights, and expertise to align your organization and achieve an

ideal customer experience?

Social Posts Chats Mobile Web Messaging

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Artificial intelligence and the customer experience