Great reopening blows a hole in digital service

Great reopening blows a hole in digital service.The return to in-person shopping has caused businesses to neglect the quality of their digital services, resulting in a 19% decrease in customer experience according to a Forrester survey. As consumers expect a balance between online and offline customer service, automation tools like chatbots will become crucial for businesses to maintain efficiency and improve customer satisfaction. Adopting chatbots early on will give businesses a first-mover advantage, as only 26% of organizations have implemented conversational AI for customer service on social and messaging apps.