In a new report titled, “Closing the Customer Experience Gap: How IT and Business Can Partner to Transform Customer Experiences,” released by the Harvard Business Review, the future of customer experience is at hand.
“A significant strategic shift is coming in terms of the tools companies use to deliver superior customer experience,” the report says. “Website and email channels, which are more dominant today, will become much less business-critical. Meanwhile, mobile apps, chatbots, and other AI-driven....