Customer experience is the product of the interaction between an
organisation and its clients, and it has risen hugely in importance
nowadays—to the point where it's central to executive
committees' agendas.
Organisations are generally struggling to grow their client
bases, as competition increases. But they're also battling just
to keep their current clients, perhaps related to ever-easier
client onboarding processes employed by competitors and industry
newcomers, alongside the fact that the cost of keeping a client has
been consistently rising in recent years.
Our first KPMG Customer Survey looked at 80 Luxembourgish
institutions and helped quantify the benefits of new technologies
with regard to keeping customers. One such technology is chatbots,
whereby a business's services or data can be shared, explained,
or explored via a user-friendly intelligent interface. Chatbots
represent a new channel for engaging with customers and providing
them with information
