It can significantly improve efficiency, employee satisfaction, and customer service , but organizations need to understand what tasks should be automated and how.
One of the most common and helpful uses for automation is improving the customer experience . Automation helps even the playing field, allowing small, agile support teams to provide the same level of customer service as larger organizations, so let’s look at what customer experience automation (CXA) is, the benefits it can bring, and some examples of CXA in action.
What Is Customer Experience Automation (CXA)?
CXA refers to the use of software solutions to automate personalized interactions between a business and its customers across various touchpoints.
Think of CXA this way: You walk into a store where the salespeople know your name, remember your last purchase, and can predict what you need today — all without you saying a word.
CXA enables businesses to deliver this kind of personalized service on a large scale through websites, apps, social media, and other channels.
