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Consumer Dynamics Center Newsletter - September 2018

Customer experience and AI: Truly understand your customers and build better interaction

Technological advances and their varying impacts on consumers’ choices have created a myriad of consumer behaviors. Thus understanding and meeting consumer expectations has become even more challenging. Consumer-facing businesses must move faster—and innovate—to capture opportunities. Case in point: Autodesk (a Conference Board member and featured presenter at the upcoming CX conference). This multinational software corporation understood that consumers want 24X7 availability and a more intuitive and personalized experience. So it introduced a conversational solution, the Autodesk Virtual Agent (AVA), that now helps more than 2,000 customers per day and has reduced time-to-resolution from hours to minutes. Recently Autodesk introduced a more intimate beta experience by adding voice- and video-chat capabilities to this virtual system.

Learn more about how Autodesk and other companies are improving customer experience at the CX and AI workshop of The Conference Board's 14th Annual Customer Experience Conference in October

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