The AI in Business Podcast Driving Multi-Modal Retail and Healthcare CX - with Brett Kiley of CVS Health
5 snips
Apr 22, 2025 AI Snips
Chapters
Transcript
Episode notes
Rising Multi-Channel Customer Expectations
- Customers now expect consistent, seamless communication across multiple channels like chat, text, email, and phone calls.
- Rising customer expectations demand 24-7 access to solutions and an ever-higher service bar.
Data Overload and Industry Influence
- CVS receives abundant customer feedback from surveys, social media, and internal data, yet finds it overwhelming.
- Non-regulated industries innovate faster, influencing CVS customers' expectations despite healthcare regulation constraints.
Seamless Multi-Channel Customer Journeys
- Design customer journeys so customers don't need to restart interactions across channels.
- Transfer information seamlessly when issues escalate to resolve them efficiently in one go.