With nearly half of consumers reporting they would pay a higher price for a product in exchange for better customer experience (CX), there's no understating the importance of driving loyalty through CX. With technology such as loyalty cards, chatbots, etc., brands have more data available about the customer journey than ever before. However, for many brands, this massive trove of information may be overwhelming, begging the question: How do I use this data to improve CX and meet customer needs? By merging Data Analytics and Artificial Intelligence (AI) with the human touch, looking at sentiment for its emotional value rather than numerical value, and creating better employee experiences (EX) through data-driven processes, brands can create CX strategies that will help them compete within their industries. Creating a customer service experience that pushes the customer journey in the right direction and drives word of mouth referral is critical to brand success.
In 2009 when I completed my first book "Unlocking Your Empire - keys to enable your social media powered business", social media was just starting to take off, and I made some predictions about the impact it would have on business, and the role both big data, and social media would have on the future of brand strategies. Last year at a Web Conference in Parma Italy, I boldly stated on a national TV interview that companies who would not embrace social media and big data would no longer be in business inside 20 years. What you are about to read is a re-write of chapters from my book completed in 2009, with some reminders and hopefully innovative ideas that you can use today. Social Media enable digital communication and collaboration which are increasingly spewing over onto the corporate world, but what distinguishes social media is best described not as viral but epidemic. Social media's effect on a brand and corporate reputation can be instantaneous and far-reaching, therefor companies are discovering not only the need to monitor, but to develop metrics ad measure this growing space.
Millennials are driving a shift in the way that businesses should approach customer service. By engaging with brands through emerging technologies, millennials are driving a paradigm shift in the customer service conversation. Businesses must evolve their approach to join the conversation, or face losing the significant buying power of the millennial consumer. Since birth, Millennials have grown up with technology. This has shaped their behavior and expectations whilst transforming the way they engage with consumer brands.
Automation is everywhere these days enabling users to accomplish a wide range of tasks – from ordering pizza, checking luggage at the airport, booking a hotel room, right through to booking a doctor's appointment. And the customer service industry is no exception. Advancements in technology continue to transform customer service interactions. From improvements in loyalty and brand reputation to new revenue streams, the pathway to real-time self-service in customer service brings huge opportunities to forward-thinking businesses. This post outlines the 10 reasons why AI-enhanced customer service is the future of call centers.