Why the Basics Still Matter in an AI World

AI is dominating the customer experience conversation, but in the rush to adopt new technology, many organizations risk overlooking the basics that still shape customer experience every day.Yet those fundamentals have not disappeared. In many cases, they matter more than ever – as Customer Experience Consultant Steve Hindley explains.Voice Remains a Critical Part of Customer ContactSteve HindleyDespite years of investment in digital channels, voice remains a critical part of customer conta