Originally published in Naftemporiki on 2 September 2024. The original article is in Greek.
The original publication is in Greek. An English summary is provided below.
Technology is reshaping customer interactions across multiple parts of the journey. This external article reviews the role of AI and machine learning, big data, natural language processing, virtual and augmented reality, the Internet of Things and blockchain in creating faster, more informed and more interactive experiences. A recurring theme is that the effectiveness of these technologies depends on the quality of the data and the way the organization applies them to real customer needs.
Key Ideas
- AI and machine learning can support faster service, higher volumes and more adaptive customer interactions.
- The value of AI and machine learning depends heavily on accurate, complete and relevant data.
- Natural language processing can improve conversational interfaces and help organizations interpret customer sentiment.
- VR and AR can create richer pre-purchase and support experiences by allowing customers to interact with products and information in new ways.
- IoT and blockchain can support more connected, personalized, transparent and secure experiences when applied to suitable use cases.
