From Customer Contact to Customer Experience: How AI is shaping the service of the future

Duration of webinar: approx. 30 minutes

Today, customers expect fast, knowledgeable, and personalized service. They want to reach companies through the channel of their choice, without having to switch between different representatives or systems, and receive a qualified response in a timely manner. Whether by phone, email, chat, WhatsApp, or social media, customers expect a consistent service experience across all contact channels.

At the same time, many service organizations face growing challenges. The number of customer inquiries is rising steadily, qualified employees are hard to find, and expectations for service quality are constantly increasing. Added to this are often isolated systems, manual processes, and a lack of transparency across all customer communications.

The consequences are long processing times, a heavy workload for service teams, rising costs, and a customer experience that falls short of customer expectations.

But how can companies address these challenges?

In this webinar, we’ll show how companies can future-proof their customer service, handle customer inquiries across all channels, and reduce the workload on service representatives with modern AI support. Learn how intelligent automation, AI-powered assistance features, and a centralized service platform help companies respond more quickly to customer inquiries, streamline processes, and simultaneously improve service quality in the long term.

Using real-world examples, we’ll demonstrate how companies can prepare their service organizations for the future and offer customers a consistent, high-quality service experience.

What you can expect from the webinar

• The biggest challenges in modern Customer Service
• Why customers today expect more than just quick responses
• Service across all channels: Phone, Email, Chat, Messaging Apps, and Social Media
• Centralized Management of customer inquiries instead of working in silos
• A 360° view of the customer as the foundation for better service
• Efficient case handling through intelligent processes and routing
• AI in customer service: copilots, virtual agents, and automation
• Reducing the workload on service teams and increasing productivity
• Real-world examples of faster processing, higher customer satisfaction, and more efficient processes
• Insights into Dynamics 365 Customer Service & Contact Center
• Outlook: The future of customer service with AI and automation