A Playbook to Build Customer Experience Strategy with Chatbots

By 2023, more than 60% of all customer service engagements will be delivered via digital and web-service channels, up from 23% in 2019.

~ Gartner

It’s a well-recognized fact that chatbots have become an integral part of customer experience (CX) strategies across industries. But if you’re a customer service leader who’ve deployed chatbots or planning to deploy one in the future, you might be facing the following questions:

1. What are the emerging chatbot use cases across the customer lifecycle – right from acquisition to advocacy?
2. How are my peers using chatbots?
3. How are chatbots impacting KPIs like CSAT, CES, FTR, NPS, etc.? 
4. Consumer data is rising. How can we use conversational analytics to deliver hyper-personalized digital experiences?
5. How will chatbots fit into our overall digital CX strategy?

This playbook is aimed to answer such critical questions and provide a step-by-step framework to future-proof your CX strategy with chatbots. The document also features award-winning success stories of how global consumer brands have leveraged chatbots to increase their bottom line.