How Technology Drives Better Customer Experience
I think we’re in the early stages of a tech-driven customer service renaissance.
Examples are all around us. CarMax, which revolutionized the preowned auto-buying process two decades ago, is updating it for the digital era (see “IT Modernization Helps Retailers Improve Customer Experiences, Operations”). It’s leveraging artificial intelligence in the cloud to help buyers find any make or model they want, while allowing sellers to get verified offers on their vehicles with just a few clicks.