--- title: The convedo Blog | Customer Experience description: Customer Experience | Making sense of the rapidly evolving world of Low-Code, Bots and generative AI, and all things Process & Automation. image: https://info.convedo.com/hubfs/convedo_rpa_make_the_robots_work_for_your_the_european-1%20(1)%20(1)%20(1)%20(1)%20(1)%20(1)%20(1)%20(1)%20(1)%20(1)%20(1)%20(1)%20(1)%20(1)%20(1)_11zon%20(1)_11zon-1.webp --- [![convedo | Low-Code, Bots and GenAI](https://info.convedo.com/hs-fs/hubfs/Convedo%20green%20%26%20blue.png?width=300&height=65&name=Convedo%20green%20%26%20blue.png "convedo | Low-Code, Bots and GenAI")](https://info.convedo.com) Open main menu Close main menu - [Blog](https://info.convedo.com/) - [About](https://www.convedo.com/) Open the submenu - [Who we are](https://www.convedo.com/) - [CSR](https://www.convedo.com/) - [Our Customers](https://www.convedo.com/) - [Technology Partners](https://www.convedo.com/) - [Intelligent Automation Alliance](https://www.convedo.com/) - [Services](https://www.convedo.com/) Open the submenu - [Intelligent Automation Consultancy](https://www.convedo.com/) - [Implementation](https://www.convedo.com/) - [Support](https://www.convedo.com/) - [Academy](https://www.convedo.com/) - [convedo Accelerators](https://www.convedo.com/) - [Automation Talent Pool](https://www.convedo.com/) - [Technologies](https://www.convedo.com/) Open the submenu - [Robotic Process Automation](https://www.convedo.com/) - [Process Mining & Discovery](https://www.convedo.com/) - [Business Process Management](https://www.convedo.com/) - [Conversational AI](https://www.convedo.com/) - [Low-Code App Development](https://www.convedo.com/) - [Intelligent Document Processing](https://www.convedo.com/) - [Integration Platform-as-a-Service](https://www.convedo.com/) - [Resources](https://www.convedo.com/) Open the submenu - [Resource Library](https://www.convedo.com/) - [Case Studies](https://www.convedo.com/) - [News](https://info.convedo.com/) - [Social Wall](https://www.convedo.com/) - [Videos](https://www.convedo.com/) - [Media](https://www.convedo.com/) - [Podcast](https://www.theautomationguys.net/all-episodes/) - [Join #teamconvedo](https://www.convedo.com/) # convedo Intelligent Process Automation Blog Select Category 9.8 9.3 agile ai AI chatbot AML api appian Appian 2019 Appian Partner Appian Partners Artificial Intelligence automation banking Basel II Basel III Big Data Blue Prism Blue Prism Partner BPM BPM Mobile BPM Software Business Process Management Business Processes Business Transformation campus Celonis Celonis Partner CEM Centre of Excellence Change Management chatbot chatbots CoE Collaborative Platforms communication Consultant Content Server convedo conversational AI COVID-19 Customer Experience Customer Service Decision Management digital Digital Experts digital process automation Digital Transformation Digital Workforce Digitale Transformation dmn DMS DWP EA eGov EIM Enterprise Enterprise Architecture Enterprise Information Management Enterprise Modelling Enterprise World ERP Financial Services FinTech Future of RPA GDPR Graduate Hadoop Haulage Planning System HR HR automation hr automation benefits Integration Intelligent Automation Intelligent Capture Intelligent Process Automation Internet of Things IoT issues reporting KYC Lean BPM local government London Low-Code low-code software machine learning maintenance management tool Management managerView MBPM Mental Health Metastorm Metastorm BPM MiFID Migration nlp NoSql OCR onboarding onboarding solution OpenText OpenText MBPM OpenText Process Suite optimisation payroll podcast Process process automation Process Mining process optimisation Project Public Sector Release Notes Robotic Process Automation ROI RPA #rpa4good safety SAIL SAP SAP S4/HANA Sarbanes-Oxley Scale UP Scripted Business Object Six Sigma Skills Gap Smart Process Applications Stress Tests students supplier onboarding The Automation Guys TOGAF Trends UK Skills Gap Unstructured Data Use Cases vendor onboarding Virtual Assistant Web Services Workflow Workforce Zachman [![Is Our AI and Automation Strategy Right for Us?](https://info.convedo.com/hubfs/banner%20assessment.png "Is Our AI and Automation Strategy Right for Us?")](https://ai-automation-strategy-assessment.scoreapp.com/) Posts about: ## Customer Experience ![shutterstock\_1065065831](https://info.convedo.com/hubfs/shutterstock_1065065831.jpg) [Customer Experience,](https://info.convedo.com/topic/customer-experience) [Digital Transformation](https://info.convedo.com/topic/digital-transformation) ### [Why shift from cost efficiency to customer experience?](https://info.convedo.com/why-is-the-shift-from-cost-efficiency-to-customer-experience-so-important) ***The old saying "The customer is always right" has never been more true than right now. Globalization, innovation and the internet are providing today's customers with more options than ever before, which also means that they have more power than ever to vote with their wallet. What's more, customers—especially those in the millennial age group—are increasingly looking to purchase experiences rather than objects.*** Research and intelligence firm Walker Information has released a [report](https://www.walkerinfo.com/knowledge-center/featured-research-reports/customers-2020-a-progress-report) titled Customers 2020 predicting that by the year 2020, consumers' behavior will change to make customer experience, rather than price or product quality, the most important factor in buying decisions. With these structural changes in mind, many businesses have shifted from a cost-centric to a customer experience-centric mindset. [Read more](https://info.convedo.com/why-is-the-shift-from-cost-efficiency-to-customer-experience-so-important) ![machinelearning\_shutterstock\_704481040](https://info.convedo.com/hubfs/machinelearning_shutterstock_704481040.jpg) [Customer Experience,](https://info.convedo.com/topic/customer-experience) [Digital Transformation,](https://info.convedo.com/topic/digital-transformation) [RPA,](https://info.convedo.com/topic/rpa) [Robotic Process Automation,](https://info.convedo.com/topic/robotic-process-automation) [machine learning,](https://info.convedo.com/topic/machine-learning) [ai,](https://info.convedo.com/topic/ai) [Artificial Intelligence,](https://info.convedo.com/topic/artificial-intelligence) [Digital Workforce](https://info.convedo.com/topic/digital-workforce) ### [What Role Does Machine Learning and AI Play in Automation?](https://info.convedo.com/what-role-does-machine-learning-and-ai-play-in-automation) ### *In the past several decades alone, innovations in machine learning and artificial intelligence have drastically altered the world as we know it. Advances in the way that computers “think” have powered everything from self-driving cars to personal assistants like Siri and Alexa.* [Read more](https://info.convedo.com/what-role-does-machine-learning-and-ai-play-in-automation) ![shutterstock\_582808276.jpg](https://info.convedo.com/hubfs/shutterstock_582808276.jpg) [Customer Experience,](https://info.convedo.com/topic/customer-experience) [Digital Transformation](https://info.convedo.com/topic/digital-transformation) ### [How can digital platforms help you improve the customer experience?](https://info.convedo.com/how-can-digital-platforms-help-you-improve-the-customer-experience)   ***[Digital transformations](http://www.convedo.com/0,1,1) have revolutionized business and society in the last 20 years — and they're only getting started. According to Gartner, there are currently 8.4 billion devices connected to the Internet of Things, with this number projected to rise to 20 billion by 2020.*** As digitization becomes an ever more crucial factor in people's lives, it also becomes an important consideration for any organization. Companies need to understand how they can create value by using [digital platforms](http://www.convedo.com/opentext_process_suite) to interact with their employees, business partners and customers. So what role can digital platforms play in enhancing your customer experience?   [Read more](https://info.convedo.com/how-can-digital-platforms-help-you-improve-the-customer-experience) ![Spotlight on the customer: Bridging the Internal-External Divide](https://info.convedo.com/hubfs/Assets_for_blogs/Supported_document_for_blog_4_spotlight_on_the_customer.jpg) [Business Transformation,](https://info.convedo.com/topic/business-transformation) [Business Process Management,](https://info.convedo.com/topic/business-process-management) [BPM,](https://info.convedo.com/topic/bpm) [Enterprise Information Management,](https://info.convedo.com/topic/enterprise-information-management) [Customer Experience,](https://info.convedo.com/topic/customer-experience) [Customer Service](https://info.convedo.com/topic/customer-service) ### [Spotlight on the customer: Bridging the Internal-External Divide](https://info.convedo.com/spotlight-on-the-customer-bridging-the-internal-external-divide) **As you set yourself the task of improving your company's business processes, you may wish to focus on how your changes will optimize the [end experience of the customer](https://info.convedo.com/positioning-bpm-to-deliver-consistent-customer-experience). But who exactly counts as a customer of your organization? Your company's customer base is likely larger than you expected, which means you may need to rethink your approach to business process management.** [Read more](https://info.convedo.com/spotlight-on-the-customer-bridging-the-internal-external-divide) ![Positioning BPM to Deliver Consistent Customer Experience](https://info.convedo.com/hubfs/Assets_for_blogs/Supported_image_for_positioning_BPM_as_a_catalyst_blog.jpg) [Business Transformation,](https://info.convedo.com/topic/business-transformation) [Business Process Management,](https://info.convedo.com/topic/business-process-management) [Enterprise Information Management,](https://info.convedo.com/topic/enterprise-information-management) [Process,](https://info.convedo.com/topic/process) [Customer Experience](https://info.convedo.com/topic/customer-experience) ### [Positioning BPM to Deliver Consistent Customer Experience](https://info.convedo.com/positioning-bpm-to-deliver-consistent-customer-experience) As technology moves forward, it triggers a change in customer behavior. Unless you are primed with an effective Business Process Management (BPM) strategy, you'll find yourself scrambling to resolve customer-driven disruption. BPM is all about organizing your business to provide an enhanced customer experience and take customer satisfaction to a new high. [Read more](https://info.convedo.com/positioning-bpm-to-deliver-consistent-customer-experience) [1](https://info.convedo.com/topic/customer-experience) [2](https://info.convedo.com/topic/customer-experience/page/2)