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By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Goal: Adopt Chatbots. Task: Identify a “gap” in the customerexperience journey.
What to watch: How other brands in various sectors might adopt similar immersive retail concepts to enhance customer engagement and loyalty. Go deeper: Valuable takeaways for customerexperienceprofessionals: Tailor experiences to specific demographic groups. I did say it’s Free, right?
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