Patrick Martin, Coveo's EVP of Customer Experience, delves into crafting a seamless customer journey. He stresses consistency across touchpoints, directly impacting a company’s bottom line. Martin draws from a PwC study, highlighting the costs of subpar experiences and the need to adapt to evolving customer demands. AI's integration in service, alongside human agents, is explored, focusing on guided resolutions and future channel efficiencies. The discussion extends to sustaining this excellence even with outsourced support, ensuring a frictionless customer experience end-to-end.

“We now expect easy, frictionless experiences. We expect companies to know us as consumers.”- Patrick Martin

Creating a seamless customer experience is crucial in today’s competitive market. High expectations mean a few bad experiences can drive customers away. To ensure consistency and ease, businesses must unify digital platforms, integrate systems, and focus on effective channel guidance. AI tackles repetitive tasks, while live agents handle complex issues. Outsourcing requires thorough onboarding, system integration, and a smooth customer journey. Prioritizing customer involvement builds loyalty and sets companies apart.

Patrick Martin on LinkedIn