CX Week #42: The Three Customer Service Technologies of the Future
Gartner predicts that by 2025, 80% of customer service organizations will use generative AI to boost productivity and customer experience
Insights and AI 💡
How Generative AI in Customer Experience Is Reshaping the Landscape
Generative AI is revolutionizing customer experiences by expediting creative processes, personalizing customer journeys, and enhancing engagement. This technology streamlines asset creation and automates customer journey mapping, leading to improved efficiency and more personalized interactions. For instance, a luxury resort chain is using AI tools to deliver highly personalized guest experiences, resulting in higher conversion rates and increased guest satisfaction. Generative AI is becoming a key driver in reshaping customer expectations about response times and personalization, underlining its significance in customer experience management.
Why Traditional Customer Service Is Over And Hospitality Is The Future
Traditional customer service is being reshaped by AI and bots, emphasizing speed and efficiency. The future of exceptional service is rooted in hospitality, focusing on emotional connections. To make the shift, invest in training, go the extra mile with personalized touches, seek feedback, use technology for routine tasks, and set the tone from the top. Prioritize building genuine human connections for lasting customer relationships.
Digital Customer Experience Software: What's Next for the Shifting Landscape?
The transition from traditional content management systems (CMS) to digital experience platforms (DXP) represents a shift towards a more personalized digital experience. Generative AI introduces complexity, potentially leading to more structured content. DXPs are evolving into composable models, and an "anchor tenant" is becoming crucial for organizing digital tools around content, commerce, or customer data. Generative AI offers promise but may take time to realize its transformative potential.
75% of retailers are planning to invest in post-purchase experience
A survey of 250 UK retail leaders revealed that 75% plan to invest in enhancing the post-purchase experience ahead of the peak retail season, acknowledging its importance in ensuring customer satisfaction and loyalty. This aligns with consumer behavior, as 71% of consumers switched brands in the past year, often motivated by better deals and superior customer service. Retail leaders recognize the significance of the post-purchase experience as a vital aspect of the customer journey, prioritizing it to remain competitive during the peak season and beyond.
How it’s done ❓
How To Leverage Omnichannel Data To Improve Customer Experiences
In the post-pandemic world, customers increasingly demand omnichannel experiences, with data analytics playing a critical role. Data helps avoid assumptions about customer behavior, identify the right customers through metrics like NPS and CLV, assess and recalibrate CX strategies for a competitive edge, and prepare for unforeseen challenges.
Modern Voice of the Customer Analysis: Beyond Surveys
In today's digital landscape, businesses are replacing traditional surveys with innovative voice and text interactions for voice of the customer (VoC) analysis. Best practices include setting up a feedback loop to channel insights into product development and employing visualization techniques to make feedback more engaging and holistic. Advances in AI and immersive technologies are expected to further enhance the data experience in the future.
Prioritizing the Customer Experience in Direct Marketing
Most businesses have a customer experience (CX) strategy in place to enhance engagement and loyalty. The preferred communication channels vary based on campaign type, with email, online advertising, social media, and printed direct mail being effective for different purposes. Only 9% of respondents are CX leaders, with most indicating their CX maturity is "expanding." Over 70% are exploring personalization in communications, focusing on one-to-one or one-to-few campaigns for better customer engagement in the digital-first landscape.
Airports are shifting from traditional passenger personas to hyper-personalization, driven by evolving technology and increased passenger expectations. This change is crucial for demographics like people with disabilities, representing a significant market. To enhance customer experience, airports need to eliminate barriers and offer hyper-personalized services, empowering travelers to control their journeys, especially in the post-pandemic era.
Time for Automakers to Deliver Holistic Ownership Experience
The automotive industry faces the challenge of shifting from a vehicle-centric to a human-centric ownership experience. This change involves moving beyond competing solely on features, addressing actual customer needs, simplifying interfaces, and improving post-sale experiences. Vehicle connectivity can enable a frictionless process from breakdown to repair, integrating data and partners for a seamless journey. To succeed, automakers must prioritize ownership experiences, improving customer insight, data monetization, loyalty, cost-effectiveness, and financial performance.
Consistency Is Often Overlooked But Is The Secret Ingredient To Making Customers Happy
Two recent travel experiences underscore the vital role of consistency in customer service. In the first case, varying check-in procedures across channels led to confusion. The second incident involved passengers missing connecting flights due to a drone disruption; one received automatic rebooking and hotel options via SMS, while another had to queue at the service desk. Research by McKinsey indicates that addressing inconsistencies can potentially boost revenue by up to 15% and reduce customer service costs by as much as 20%, making consistency a key factor in enhancing the customer experience.
Headlines & Launches 📰
ServiceNow Brings GenAI to Its Now Platform
ServiceNow's "Now Assist" introduces generative AI capabilities across IT Service Management, Customer Service Management, HR Service Delivery, and development teams. It streamlines issue resolution, improves customer service, and aids HR teams. "Now Assist for Creator" supports development with text-to-code features. This addition highlights ServiceNow's innovation and enhances the customer experience.
Cyviz Opens a New Immersive Customer Experience Center in India
Cyviz, a global technology provider, has opened an Experience Centre (CEC) in Gurugram, India, to showcase its dynamic control rooms and meeting spaces, including integration with Microsoft Teams. The CEC supports government, defense, and enterprise sectors, facilitating modern working practices and collaboration. The facility introduces advanced technologies like AI and Microsoft's Co-Pilot for digital working experiences, emphasizing Cyviz's global growth.
Conduent has been recognized as a "Leader" by Information Services Group (ISG) in its 2023 ISG Provider Lens™— Customer Experience Services report. This designation is for the third consecutive year in four key areas: Digital Operations, Hybrid Working Solutions, Intelligent CX, and Social Media CX Service. ISG defines "Leaders" as companies with comprehensive offerings, a strong market presence, and competitive strength. Conduent stands out for its AI-driven solutions, empathetic agents, and intelligent technology focused on enhancing customer experiences.
Interesting Reads 🌍
The three customer service technologies of the future
Generative AI, conversational user interfaces (CUIs), and digital customer service are set to reshape customer service and support by 2028. Gartner predicts that by 2025, 80% of customer service organizations will use generative AI to boost productivity and customer experience. While CUIs have passed their peak hype, they'll become standard in the next five years, enhancing self-service and overall customer experience.
Customise And Personalise: A New Delivery Trend Titillating Tech Consumers
The global electronics market, valued at $740+ billion in 2022, is increasingly focusing on personalized and customized delivery experiences. Distinctly, personalization involves customer data and tailored notifications, while customization allows customers to choose packaging and delivery options. In this rapidly growing industry, meeting customer expectations with these features is crucial for success.
Get Ready for a CX Revolution: 60% of Companies All-In on Customer Experience Investments in 2024.
In the UK, 68% of companies are increasing investments in customer journey mapping to enhance customer satisfaction and reduce operational costs. Additionally, 60% plan to invest in CX solutions within a year, and 62% are boosting investments in Digital Experience technology, emphasizing the critical role of excellent customer experiences for business success. Scott Rolph of the BT Group and Matt Roberts of Formula E underscore the importance of customer experience in achieving sustained growth and operational excellence.
The Customer Is NOT Always Right – Again!
The article discusses a customer who pointed an AK-47 at a pizza shop employee after a wait for his order. It emphasizes that the customer isn't always right and suggests treating customers with respect, even in challenging situations, to de-escalate anger and potentially turn them into loyal customers. The author advises letting go of customers only in cases of dangerous or illegal behavior, allowing a chance for them to return under better circumstances.
Previous weeks read:
CX Week #41: 10 AI Customer Experience Statistics You Should Know About
CX Week #40: 90% Companies Will Require Employees To Return To The Office
CX Week #39: Majority of US consumers are willing to trade personal data for deals
CX Week #38: Sprinklr Launches More Than 700 New Features for Unified Customer Experience
CX Week #37: How to use customer experience data to inform strategic planning
CX Week #36: The 10 Best Examples Of Proactive Customer Feedback
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