Are you maximizing the potential of AI in your customer experience strategy?
How can you transform your customer service from a cost center to a profit driver?
Is your current technology stack helping or hindering your customer journey?
These critical questions are at the heart of successful customer experience management in today’s rapidly evolving business landscape. In this enlightening episode, I explore these dimensions and uncover actionable strategies to elevate your CX game, drawing from my years of experience and the invaluable insights of our featured guest, Jim Payne, Director of Product Marketing at RingCentral.
AI and Customer Experience Topics Discussed:
- The transformative power of AI to serve customers better
- Strategies for implementing integrated AI solutions that maintain context
- The importance of viewing CX as a company-wide responsibility
- Balancing speed and quality in product development through customer involvement
- Leveraging AI for real-time sentiment analysis and proactive issue resolution
- The future of chatbots and their role in creating seamless customer journeys
- Overcoming challenges in adopting new CX technologies
- The critical balance between AI efficiency and human empathy in customer interactions
10 Customer Experience Lessons:
- Adopt Integrated Solutions: Implement comprehensive AI tools that maintain context across all touchpoints.
- Prioritize the Journey: Focus on the entire customer experience, not just problem-solving.
- Democratize CX: Make customer experience a priority for all departments, not just customer service.
- Leverage Real-Time Insights: Use AI-powered sentiment analysis to identify and address issues proactively.
- Enhance Human Capabilities: Use AI to augment, not replace, human agents in customer interactions.
- Involve Customers: Include customer feedback early and often in product development processes.
- Break Down Silos: Ensure seamless communication between different technologies and departments.
- Embrace Innovation: Have the courage to adopt new technologies that can transform your CX strategy.
- Balance Speed and Quality: Strive for quick deployments without sacrificing the quality of customer experience.
- Foster Empathy: Encourage a culture of listening and understanding among all customer-facing staff.
Whether you’re a CX leader, a business owner, or a technology enthusiast, you won’t want to miss the wealth of customer experience wisdom shared in this episode. It could be the game-changer your business needs in today’s competitive landscape.
Press Play To WATCH On Youtube
Check out fresh industry insights on how AI is changing customer and employee experiences – with key takeaways for your own business transformation.
Artificial Intelligence (AI) is playing an ever greater role in both employee and customer experience. The technology can foster the collaboration needed to innovate and enhance customer interactions at every touchpoint. What’s more, it can streamline internal workflows to enhance employee engagement and experience.
To shed light on AI’s transformative impact on CX and EX operations, RingCentral is featuring a new report, entitled How AI is Changing Employee & Customer Experiences. It includes the latest research from industry experts at Metrigy on how top-performing companies are deploying AI to benefit their customers and employees.
About Jim Payne:
He’s spent more than 12 years working in cutting-edge technology. He has spent the last 6 years in Artificial Intelligence, Machine Learning, and more recently focused on practical applications for those technologies to transform customer experiences. Based in Denver, CO, Jim spends a lot of time playing music and getting outside with his kids.
Connect with Jim on LinkedIn. Learn more about featured sponsor RingCentral.
About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker and advisor author of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.
Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.
Keyword themes: Doing CX Right podcast business customer service sales customer experience Artificial Intelligence
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