EditorialReshaping Automated Customer Service ManagementImproving customer experience (CX) ­ a phrase that encompasses everything from the level of service to how well products integrate into customers' lives ­ will be a major emphasis for organisations in 2022. Brands will build on their achievements (and learn from their failures) in the future, employing technology-driven solutions to the challenges of developing deeper connections and relationships with their customers. Especially, AI and IoT platforms can be enthusiastically adopted in marketing, product design, and customer services, primarily because they enable businesses to improve the experiences that consumers have when engaging with brands or using their products or services. Businesses will rely on their capacity to supplement existing systems with AI--for example, customer service chatbots that use natural language processing (NLP)--to solve consumer queries. This will result in chatbots that will become more adept at comprehending consumers input and anticipating the response they require. In addition, voice assistants in offline shopping, will start to become a reality in 2022. Furthermore, brands will be investing heavily in ways to recognise and leverage micro-moments, finding the right time to send a personalised offer that will help solve whatever problem a potential consumer is facing in real-time.In this edition of CIOApplications Europe, we bring you the story of some of the leading customer experience management solutions providers in Europe and UK that deliver the best outcomes for their clients. This edition also offers a combination of thought leadership articles from subject matter experts and exclusive insights from CIOs and CXOs. We hope this edition will provide you with the right assistance in choosing the customer experience management solution provider that fits your business requirements.Let us know your thoughts! Royce D'Souza Managing Editoreditor@cioapplicationseurope.comEditorial StaffBen Jackson Ezra BenjaminJames SmithCalvin JamesSenior WritersLeah JaneClara MathewJoe PhillipSalesJennifer.Sjennifer.s@cioapplicationseurope.com 510.996.5125Graphics & ArtChris LynnRonald Donovan*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffContact Us:Phone: 510.996.5125Email:sales@cioapplicationseurope.comeditor@cioapplicationseurope.commarketing@cioapplicationseurope.comFEB - MAR 2022, Vol 06 - Issue 01(ISSN 2644-2531)Published by ValleyMedia, Inc.To subscribe to CIO Applications EuropeVisit www.cioapplicationseurope.com Copyright © 2022 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.Royce D'SouzaManaging EditorRoyce D'Souza
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