I haven’t seen a holographic customer service agent yet but if they can’t be far away.  In the meantime, Northridge Group reports that 93% of business leaders think their company makes it easy for consumers to solve problems but just 66% of consumers agree.  Live chat and phone are the most effective channels, while 24/7 availability and better agent training are the top targets for improvement.

This Altimeter report on digital transformation offers particularly rich insights into what successful companies do differently.  Topping the list are a focus on employee engagement, use of AI to optimize customer journeys, and putting digital marketing teams in charge of CX.  Worth a look.

Tealium has launched a suite of solutions aimed at powering AI models with rich, filtered and consented data. Tealium for AI uses existing Tealium features to support AI applications with specialized integrations, partnerships, configurations, and attributes.