In an era where customer experience (CX) is the key differentiator, Fiserv has taken a bold step to transform how businesses collect and act on customer feedback. Gone are the days of static, one-size-fits-all surveys. Instead, Fiserv is pioneering a smarter, more intuitive approach—thanks to the power of conversational AI.
From Survey Fatigue to Smart Conversations
Customer feedback has long been a cornerstone of improving service delivery. But traditional surveys often fall short. They're tedious, unengaging, and worse—they don’t capture the nuances of what customers truly think or feel. Fiserv recognized these limitations and decided to shake things up.
Partnering with Qualtrics, Fiserv integrated conversational intelligence into its feedback loops. This AI-driven system doesn't just ask questions—it listens, adapts, and digs deeper. The result? Dynamic, two-way conversations that evolve in real-time, based on how customers respond.
Instead of generic surveys, customers now interact with a smart assistant that asks follow-up questions tailored to their initial responses. It’s like chatting with a human who actually wants to understand your experience.
The Results? Tangible and Impressive.
This AI-first feedback model has already paid off. Fiserv reports a 10-point jump in Net Promoter Scores (NPS) across multiple customer touchpoints—a significant leap in the CX world. Even more compelling? That uplift in NPS has translated into millions of dollars in additional revenue and stronger client retention.
It's a win-win: customers feel heard and valued, while Fiserv gets richer, more actionable insights to fine-tune their offerings.
Why It Matters
As more companies adopt AI tools for customer interaction, Fiserv’s approach sets a new standard. Rather than replacing human input, AI here is amplifying it—ensuring every piece of feedback is contextual, relevant, and impactful.
In a competitive landscape where customer loyalty is hard-won and easily lost, innovations like these are not just "nice to have"—they're essential.
š Want to future-proof your CX? Take a page from Fiserv’s playbook and start listening smarter.
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