Experience is everything: Connecting CX and MX

How machine connections shape customer experience

Published September 2020


Each experience a customer has shapes their overall perception about a business and ultimately whether they’d use them again or recommend to a peer. Often people think of the human side of customer experience (CX); call wait times, trying to make payments, back and forth emails etc., which is why businesses are bringing emerging technologies, such as AI, VR, Blockchain and IoT, to address these challenges.

Today though, many of these initiatives won’t benefit the end customer unless another aspect is considered; machine experience.

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