Game Changers: Key Takeaways to Impove the Customer Experience

Tags: Investing in Customer Service Training
May 10, 2017

Everyone seems to be talking about artificial intelligence (AI) and self-service technology as it applies to the customer experience. Certainly, digital technologies and deep learning breakthroughs offer new opportunities for agents and organizations to provide a high-quality interaction for customers and effective support for their agents. And yet…

When it comes to the key elements of the customer experience, AI is still not as important as the one-to-one, transactional experience between employee and consumer. Even a recent study by Gartner Research confirms that “... the pace of introduction channel choice (such as sensors, virtual customer assistants, advanced search, kiosks and in-line video chat) and the focus on personalized customer experiences will require companies in most industries to retain a highly trained core of customer service professionals.”

In other words, as organizations service customers with more automation, consumers still expect a personalized, human experience to also be available, especially if there’s a problem. Senior Managing Director of Accenture Strategy describes it this way: “Companies have lost sight of the importance of human interaction and often make it too difficult for consumers to get the right level of help and service that they need.”

Whether your organization identifies as cost-centric or customer-centric, the fact remains that well-trained, empowered employees continue to be the most important element for a successful experience with the consumer. In fact, according to a recent survey conducted by CCW Digital, a popular community and resource hub for customer experience professionals around the world, the three critical areas for effective customer management in 2017 revolve around improving the following:


#1. Customer Satisfaction
#2. Customer Loyalty
#3. Agent Satisfaction

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