1)  AI Can Be Used to Predict Customer Intent:-

Your customers may contact you for a multitude of reasons. Some of these reasons are fairly straightforward, others are intricate, yet, rarely are they entirely novel.

With the immense data that you are collecting with every recorded phone call, chat interaction and email, you have a strategic asset that can be used to train machine learning models to understand customer intent within conversations.

Once you understand true customer motivations, you can then use AI to optimise interactions through:

  • Smarter routing of your customers
  • Presenting potential up-sell and cross-sell suggestions for advisors during customer conversation

Flagging interactions for fraud and compliance risk

2) AI Can Help You to Track Customer Effort:-

Customer effort is one of the leading indicators of loyalty. Analysing customer effort can guide companies in identifying emerging issues before they explode into major issues.

Traditionally, effort has been quantified through structured questions on a survey. However, AI and machine learning techniques, combined with text analytics, can aid in evaluating the level of effort expressed in any piece of unstructured customer feedback.

AI can do this through interpreting word choice and sentence structure, as you can quickly understand which aspects of the customer experience cause friction in any feedback source – not just in surveys.

3) AI Is Best Implemented With the Support of the Entire Team:-

Before you deploy AI, it is worth considering that one of the biggest risk factors in any IT implementation, system upgrade or system change are the human users of that system.

By failing to communicate in an open, honest, transparent way how this technology is going to benefit them, you will meet resistance.

If you simply say, we are rolling out this new robotic-led approach on Monday, your employees will inevitably be negative towards the technology and may even actively sabotage it.

Instead, you need to get people involved in the process. Ensure they can test out the technology in a safe environment and make sure they are comfortable with it, before you even start rolling the technology out.

4) AI Increases in Value With Good Knowledge Management:-

Any AI application will only ever be a good as the knowledge at its disposal. You need to ensure that when a question is answered in the contact centre, that knowledge is captured and delivered into the knowledge management system (KMS), so that customers, bots and advisors can feed off it.

After all, how can AI be used to make decisions when it does not actually know anything? It can learn but it needs relevant data to do that.

This is why it is so important to have processes and procedures in place that enable you to feed accurate data and intelligence into the KMS.

Many businesses are too reliant on their employees as a source of knowledge and therefore run the risk that if people leave the business, they take the knowledge and understanding that they have gained with them.

5) AI Is Driven by Customer and Employee Data:-

Any strategy that uses AI and machine learning should be considered within a broader customer experience AI strategy that considers how data will be leveraged across both the customer and employee journeys.

There are many opportunities to apply AI and machine learning across the customer engagement process.

For example, knowing the right moment to proactively engage with customers online, routing to the best agent based on the desired business outcome and assisting them to accurately handle enquiries – AI and machine learning can help drive all of that.

However, AI applies to more than just customer journeys. It can also help identify why specific agents are better than others at certain contact or customer types, increase the speed and accuracy of workforce planning and scheduling and automate task completion post-contact.

Reading time: 3 min

CX champions often face challenges if they start new initiatives around customer services. It often isn’t as easy to see the value of customer experience as it is to see the ROI of other investments. However, customer experience is incredibly valuable. Executives often won’t invest in customer experience without “proof,” even if the writing is on the wall. Here is actual proof you can share with your teams. Without a customer focus, companies simply won’t be able to survive. We are living in a time where we face the commodity trap. Too many of our products and services are the same. To stand out in a sea of sameness, CX is the only way to do that. These statistics prove the value of customer experience and show why all companies need to get on board.

Companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries.

Companies that lead in customer experience outperform laggards by nearly 80%.

84% of companies that work to improve their customer experience report an increase in their revenue.

73% of companies with above-average customer experience perform better financially than their competitors.

96% of customers say customer service is important in their choice of loyalty to a brand.

83% of companies that believe it’s important to make customers happy also experience growing revenue.

Brands with superior customer experience bring in 5.7 times more revenue than competitors that lag in customer experience.

73% of consumers say a good experience is key in influencing their brand loyalties.

Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company.

Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average.

81% of companies view customer experience as a competitive differentiator.

68% of customers say the service representative is key to a positive service experience.

The top reason customers switch brands is because they feel unappreciated.

64% of companies with a customer-focused CEO believe they are more profitable than their competitors.

75% of customer experience management executives gave customer experience a top score for being incredibly important to business.

Companies that use tools like customer journey maps reduce their cost of service by 15-20%.

Offering a high-quality customer experience can lower the cost of serving customers by up to 33%.

71% of the companies say the cloud has influenced the customer experience.

Customers are likely to spend 140% more after a positive experience than customers who report negative experiences.

2% increase in customer retention is the same to profits as cutting costs by 10%.

Data Source- Forbes

Reading time: 2 min

Customers are the backbone to any business. Without them, there will be no reason to continue trading. Even more importantly, there will be no profit. But, when you acquire customer data regularly, it helps you understand what your customers need most.

Gathering customer data is notoriously challenging. Businesses now need to be extremely careful with how they acquire data, how they store it, and what they do with it. A business needs to be transparent during every step of the process.

Let’s explore the questions a business should ask to itself and its customer when gathering data.

How will you acquire data?

How a business acquires data is highly significant. Businesses are using an array of diversified sources to acquire and process customer data. You can collect customer data by:

  • Directly asking the customer
  • By appending other sources of customer data
  • By indirectly tracking customers

The most obvious places to pull data is from consumer activity on a business’ website. Location-based advertising is a more interesting method, however, as it utilizes an internet-connected device’s IP address so that it can build a data profile. Through this data profile, a company can use hyper-relevant advertising methods.

How will you protect the data?

Another question a business must ask itself when gathering customer data is: how will I protect the data?

It is of utmost importance that every piece of customer data is encrypted and stored securely. Data theft is a real threat to every business. Should it happen to your business, it could potentially close the doors on your company. Therefore, you need to ensure every piece of sensitive data is safeguarded.

However, it’s crucial to remember that safeguarding customer data starts in your office. Studies report that employees are one of the biggest threats to data breaches. Every employee needs to be well versed in the best practices of creating a strong password and ensuring they don’t give permission to view sensitive data to anyone who shouldn’t have access.

What data do you need to make the right decisions for your business?

This question will form the basis of your data collection. From gathering names, location and age to more personal information such as income status and lifestyle preferences, this data will enable a business to know who they are catering to. It will allow a business to know who they want to be targeting if they aren’t doing so already. Think about the following to understand what data to collect:

  • Name, age and family status: Single, married, widowed, divorced, and so on
  • Location
  • Lifestyle: Own a house, living situation, income status
  • Education status: High school, university graduate
  • Occupation status: Unemployed, in work, retired

Specific occupation: marketing, retail, IT, engineering, etc.

Why do you need to gather data?

A highly important question to consider; why are you gathering this data?

Is it something which will help you create tailored marketing campaigns? Will it show you which demographics respond most to your products? Is it for feedback on your current products and services? By answering this question, you will be able to gather the correct data.

However, this question will also enable you to know what benefit customer data will bring your business.

Above all, the data should paint a clear, defined picture of your customers. This information will be invaluable for the business as a whole moving forward, from marketing to product development.

Gathering customer data is a challenge. Not only do you need to know what data to collect, and how, but you also need to protect and safeguard every piece of data. Only by doing so can you ensure customers continue to trust your business with their data.

Reading time: 3 min
Customer Experience, Customer Retention, Customer Loyalty

No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. With all the tools that are available to help brands engage with their customers — from social media to artificial intelligence-based resources like product recommendations and chatbots — there are more opportunities than ever to create powerful customer experiences that build loyalty and drive sales.

But these tools aren’t going to use themselves, nor will a CX-focused culture spontaneously arise on its own. Brands need to make CX a priority at every level, from the first moment a consumer decides to explore their products online to the final step of the customer journey to the ongoing relationship that may last for years or even decades.

Great customer experiences are all about the way consumers feel when they interact with your brand. Are their needs met swiftly and effectively? Are they treated like individuals whose concerns and priorities matter? Are your digital channels easy to navigate and fully integrated with one another? When customers answer “yes” to these questions, it means your brand has established a solid CX platform that provides satisfying experiences across the board.

Brands Should Have An Explicit Focus On CX

When it comes to CX, brands should never be complacent. Even customer loyalty that has been cultivated over many years can be severely damaged by unpleasant experiences. According to a 2018 PwC report, 32% of customers say they’ll “walk away from a brand they love after just one bad experience” — a reminder that CX needs to be top of mind at all times.

Customer Experience    CX    Customer Journey   CX Platform   Customer Loyalty

Reading time: 1 min
Digital Strategy, CXREFRESH, Customer Experience, CX, Employee Experience, Human Experience, Digital Transformation, Digital Customer

A sure recipe to fail in the digital transformation is creating a change management program that revolves around technology instead of taking into account people and their experiences: digitization is a disruption that affects the human experience.

Innovation makes sense if it focused on people and their expectations. Digital transformation becomes more than a buzzword only if it creates a great human experience for all the parties involved in the change process.

Everything else, from processes, to technology, digital strategy, communications, and alignment is to be considered a secondary byproduct of a digitalization strategy that hinges on the human experience.

We often talk about customer experience and user experience. Both are essential components of a digital strategy. At the same time, we also know that transformation is directly linked to a great employee experience.

A lot of companies talk about these concepts in term of efficiency, completely missing the point of what those words represent.

In general, then, technology and change processes target people and their experiencesTherefore, the human experience in general, should be the main focus of transformation.

Digital transformation makes sense only if the processes we optimize lead to a better experience for our customers. At the same time, innovation is sensible if this enhances the experience of people who have to work with the new processes as well.

Some innovation needs to be aimed at improving processes, efficiency, and profitability. But when it comes to digital transformation, changes must revolve around human beings and their expectations.

Let’s go through a quick overview of the steps that companies need to go through in order to start a change management process that leads to the creation of a better human experience.

Step 1: Create Meaningful Employee Experiences

All the rules that apply to a digital customer also apply to employees in the era of digital disruption.

Digitization and digitalization revolve around the concept of creating a great human experience. But we can’t solely focus on the experience of our customers.

If we manage to create meaningful experiences for our employees, they will in turn be more likely to be able to focus on creating a great experience for our customers.

The kind of experience your customers will go through is directly connected to the experience you offer to your employees.

Step 2: Define what Success Is with Your Customers

If you want to create a truly extraordinary human experience, your business must focus on leading customers to success. And the first step is identifying what success actually is.

For some businesses the task is relatively easy (in essence, customers of an ISP are successful when they can be online and receive good customer service) while for others it is more complicated since their product or service can have multiple implementations for different use cases.

That’s why it’s important to fully understand what different customer personas expect based on how they’ll integrate your product or service. For specific accounts it’s also important to have a proper dialogue in which goals and metrics can be decided upon while defining a desired outcome.

As usual, customer success remains the ultimate goal of a great CX centric business strategy and hence also the main focus of change management processes that involve innovation.

Step 3: Define and Map the Customer Journey

Innovation always starts with a thorough analysis of the status quo.

Companies that want to create value for their customers know how to lead customers to success with minimum friction along the way.

This process starts with collecting all the information you can regarding the current touchpoints along the customer journey.

Customer journey mapping means tracking every touchpoint carefully. Such a customer experience mapping process is vital to identify potential sources of frustration so that you immediately get to spot areas in which it’s worth investing in order to create more innovative processes.

The next step obviously involves a thorough customer journey analysis. Every step in the journey that causes delay, friction, frustration, doubt, insecurity, stress, lack of trust, or confusion can be revised and optimized to create a better human experience throughout different phases, from discovery, to awareness, consideration, negotiations, implementation, and support.

Step 4: Identify Capabilities and Pinpoint Pockets of Innovation

Before starting with a proper plan it’s worth checking what resources and capabilities your company can already leverage.

There are skills and resources you can already take advantage of but it’s necessary to collect information and data across all departments.

Knowing what processes, people, resources, tools you’ll be able to rely on can differentiate you from your competitors by helping you create a more organic, natural, and human experience.

Step 5: Deal with Internal Weaknesses

After identifying internal capabilities which can be leveraged to support a digital strategy, it’s time to identify those areas in which your company struggles to excel due to the lack of resources, people, or know-how.

Problems connected to know-how can often be addressed by improving recruiting and employee retention processes.

When it comes to issues that involve the lack of technology or capabilities which would take years to develop, it’s always a smart move to look around and:

  1. Create new partnerships
  2. Acquire businesses that master the processes and the technology you need to strengthen and defend your position
  3. Cooperate with startups that lead innovation by including them in your accelerator programs

Digital Strategy   CXREFRESH   Customer Experience     CX    Employee Experience      Human Experience    Digital Transformation      Digital Customer

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