We often hear the phrases customer experience and customer engagement used interchangeably. But these terms have completely separate meanings. Customer experience is a single event with the customer—a service issue, a promotion, a survey. Customer engagement is a collection of customer experiences that impact engagement such as loyalty, advocacy, and so on. Both customer experience and customer engagement are significant to a company’s overall success. Positive customer experiences can differentiate your brand, resulting in memorable brand touchpoints. These touchpoints afford a greater likelihood of future customer purchases. Customers who have a good customer experience become more engaged and are more likely to repurchase. Plus, customers are more likely to recommend the company to friends and relatives if they had a positive experience. Artificial intelligence can help enhance the customer experience. AI-enabled chatbots can process data, interpret the meaning, and personalize the experience. And AI chatbots are not just for enterprise organizations. Companies of any size can leverage AI to improve their customer connections. Friction-free zone Customers view timeliness as a critical element for quality service, followed by simple and efficient. One way to build upon these values while eroding customer pain points is to offer a friction-free experience. Customers want to interact with your company whenever and wherever they want, using any device on any platform. Deploying chatbots as a channel provides another vehicle to easily move from one channel to the next, creating a seamless customer experience through every touchpoint. 24-hour self-service With customer expectations continuing to rise, offering a self-service portal, knowledge base, or FAQ is another way to meet expectations while providing a friction-free experience. Customers are impatient, expecting answers immediately using any device. By simplifying the self-service experience and putting customer service content within reach, you can create a 24/7 self-service option that resolves more routine product or service issues and consistently provides a positive customer experience. Read more here