2014 Chatbots Customer centricity Multichannel 
Fonolo
FEBRUARY 7, 2013
More than 80% of customers say the experience a company provides is as important as its products. A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Non-customer-centric contact center software will impact your agents’ efficacy. Really smart.
Comm100
FEBRUARY 16, 2018
Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. There are other implications to this new customer service trend.
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