How Virtual Agents Transform The Customer Experience

By Dina Apostolou, Sr. Director, Microsoft Dynamics 365 Product Marketing

We often hear the phrases customer experience and customer engagement used interchangeably. But these terms have completely separate meanings. Customer experience is a single event with the customer—a service issue, a promotion, a survey. Customer engagement is a collection of customer experiences that impact engagement such as loyalty, advocacy, and so on. Both customer experience and customer engagement are significant to a company’s overall success.

Positive customer experiences can differentiate your brand, resulting in memorable brand touchpoints. These touchpoints afford a greater likelihood of future customer purchases. Customers who have a good customer experience become more engaged and are more likely to repurchase. Plus, customers are more likely to recommend the company to friends and relatives if they had a positive experience.

Artificial intelligence can help enhance the customer experience. AI-enabled chatbots can process data, interpret the meaning, and personalize the experience. And AI chatbots are not just for enterprise organizations. Companies of any size can leverage AI to improve their customer connections.