How AI is Shaping the Future of Customer Interactions

How AI is Shaping the Future of Customer Interactions

by | Aug 5, 2024 | Doing CX Right℠‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

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:

  1. Adopt Integrated Solutions: Implement comprehensive AI tools that maintain context across all touchpoints.
  2. Prioritize the Journey: Focus on the entire customer experience, not just problem-solving.
  3. Democratize CX: Make customer experience a priority for all departments, not just customer service.
  4. Leverage Real-Time Insights: Use AI-powered sentiment analysis to identify and address issues proactively.
  5. Enhance Human Capabilities: Use AI to augment, not replace, human agents in customer interactions.
  6. Involve Customers: Include customer feedback early and often in product development processes.
  7. Break Down Silos: Ensure seamless communication between different technologies and departments.
  8. Embrace Innovation: Have the courage to adopt new technologies that can transform your CX strategy.
  9. Balance Speed and Quality: Strive for quick deployments without sacrificing the quality of customer experience.
  10. 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.

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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. 

Read on for three key takeaways. 

How AI is shaping the future of customer interactions

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

AI in Advertising: Customer Experience Insights from Toys ‘R’ Us Ad Controversy

AI in Advertising: Customer Experience Insights from Toys ‘R’ Us Ad Controversy

by | Jul 1, 2024 | AI, Technology and Tools, Marketing & Branding

A Wake-Up Call for Customer Experience Innovators

Did you see the Toys “R” Us AI ad that’s got everyone talking? This isn’t just another tech debate – it’s a wake-up call for those dedicated to making customer experience a brand differentiator.

The Situation

Toys “R” Us, a once-dominant player in the toy industry, has been striving to regain its foothold in the market after years of financial struggles and reduced physical presence. To rejuvenate its brand and connect with a new generation of consumers, the company turned to AI technology. The advertisement, which premiered at the 2024 Cannes Lions Festival, was a leap ahead in using cutting-edge technology to tell the brand’s story in a unique way​.

The AI-Generated Ad Controversy

Despite the initial excitement surrounding the AI-generated ad, it quickly became a topic of debate. The advertisement was criticized for several reasons:

Technical Execution: Many viewers found the ad unsettling due to noticeable inconsistencies in the characters’ appearances, leading to a lack of visual continuity. Critics pointed out that the AI-generated content often fell into the “uncanny valley,” where human-like figures appear eerily unnatural and disconcerting​ (Cointelegraph)​.

Energy Consumption: Concerns were also raised about the environmental impact of producing AI-generated content. Critics argued that creating such ads consumes significantly more energy than traditional filming methods, raising questions about the sustainability of using AI for commercial purposes​ (The Daily Dot)​.

Economic Implications: The use of AI in place of human actors and traditional production methods was seen by some as a cost-cutting measure that undermines the quality of the final product. This perception was particularly damaging for a brand like Toys “R” Us, which is already struggling to maintain its market relevance​ (The Daily Dot)​.

My Advice For Customer-Centric Business leaders:

Don’t Jump on the AI Bandwagon Without a Game Plan.

The mixed reactions to the Toys “R” Us AI-generated ad provide several important lessons for businesses looking to innovate in their customer experience strategies:

  1. Technology Must Enhance, Not Replace, Human Creativity

While AI offers powerful tools for creating content, it can be used to augment human creativity rather than replace it. The ad’s failure to achieve visual consistency highlights the current limitations of AI technology. Businesses must ensure that their use of AI complements human efforts to produce high-quality, engaging content.

  1. Consider the Customer’s Emotional Response

Customer experience is deeply tied to emotional engagement. The unsettling nature of the AI-generated ad detracted from the nostalgic and joyful feelings that Toys “R” Us aimed to evoke. Companies must prioritize their audience’s emotional reactions when implementing new technologies, ensuring that innovations do not alienate their core customer base.

  1. Sustainability Matters

With growing awareness of environmental issues, businesses need to consider the sustainability of their operations, including marketing and advertising. The criticism of the ad’s energy consumption serves as a reminder that consumers are increasingly attentive to the ecological impact of the brands they support. Companies should strive for eco-friendly practices even when adopting new technologies.

  1. Authenticity is Key

In the digital age, authenticity remains a crucial component of brand loyalty. The perception that Toys “R” Us used AI to cut costs rather than to enhance the customer experience damaged the brand’s image. Transparency about the use of technology and its purpose in improving customer engagement can help maintain trust and authenticity.

  1. Innovation Must Align with Brand Values

Finally, any innovation in customer experience must align with the brand’s core values and mission. Toys “R” Us aimed to honor its founder’s legacy and evoke nostalgia, but the execution fell short of these goals. Businesses must ensure their innovative efforts harmonize with their brand’s identity and values.

Conclusion: Embracing AI Wisely To Transform Customer Experiences

The Toys “R” Us ad might not have hit all the right notes, but it’s sparking an invaluable conversation about AI’s role in advertising and customer experience.

How can you leverage AI to not just enhance but advance your CX strategies? Are you taking risks that could redefine your market position and create memorable customer service experiences?

The real threat isn’t in experimenting with AI; it’s in standing still while competitors innovate. The brands that will succeed are those pushing boundaries and keeping their customers at the center.

Remember, Doing CX Right means using the latest tech wisely to forge meaningful connections. Keep disrupting, keep innovating, and never settle for the status quo. Challenge norms, embrace AI thoughtfully, and lead the way in transforming customer experience.

Source: Telgraph on Youtube.

Learn How To Deliver Better Customer Service Through An Engaged and Valued Workforce.  Watch My Linkedin Learning Self-Paced Course

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AI Innovations That Support (Not Replace) Humans in Customer Experience – Live From Reuters Event

by | Dec 11, 2023 | AI, Technology and Tools, Contact Center

As a customer service leader, are you feeling pressured to adopt AI but unsure where to start? Does finding ways to improve customer and agent experience through AI innovations feel like an endless struggle? Having asked hundreds of people these questions, the majority answered yes.

People intuitively know that providing excellent customer service requires empowering agents. yet frustrating problems like high training costs, high attrition, agent burnout, and outdated systems get in the way. So, how best to fix these issues to boost agent productivity and morale?

And what about the customer side? How do you leverage AI innovations without losing the human touch so vital for customer loyalty in key moments?

These are the topics that keynote speaker Stacy Sherman shared at the Reuters Customer Experience NY event. You can watch one of several video interviews and read the summary below.

AI Innovations and Use Cases That Support Agents and Customers:

1. Real-time call monitoring

AI can listen to agent-customer calls and alert supervisors when keywords like “lawsuit” come up, allowing for rapid intervention.

2. Automated note-taking

AI takes notes during calls, freeing up agents to focus on listening and conversing.

3. Unified customer data

AI compiles relevant customer data from across siloed systems into a single interface for agents.

4. Chatbots for agents

AI chatbots provide agents with quick answers to customer questions during calls, reducing hold times.

As Stacy Sherman points out, these solutions emphasize supporting agents, not replacing them. Agents are still very much needed for empathy, relationship-building, and resolving complex issues.

5. Training Agents with AI Simulation – a most favorite approach

In addition to assisting agents during live customer interactions, AI can play a pivotal role in onboarding and preparing agents upon joining the organization. AI-powered training simulations expose new hires to realistic customer conversations to build confidence and skills without any customer impact.

Consider an agent preparing to handle their first phone call after limited training. The pressure and lack of experience could contribute to a poor experience for the agent and customer. Now imagine that same agent completing several AI training simulations first. They’ve practiced conversations, built confidence in finding answers, and received coaching on strengths and areas for improvement.

This use of AI generally targets skill gaps through personalized coaching while readying agents to have more natural, human-centric interactions with customers.

When Stacy asked customer service agent Tressa Boles her views about AI simulation, she confirmed:

“AI simulation would definitely be helpful because I was so afraid due to my cognitive functioning issues, I wouldn’t be able to think of the right things and the right words to say on the spot.”

Tressa Boles

Customer Service Agent

 

Preserving Human Connection in Customer Experiences

While AI can absolutely be leveraged to make agents more efficient, effective, and prepared, the human factor remains critical in CX, especially during emotionally charged moments.

As Stacy Sherman recounts from her experience in the elevator industry, AI limitations become very apparent when customers find themselves trapped in an elevator. A bot may efficiently communicate the technician’s expected time of arrival (ETA) at the scene, but the trapped customer needs empathy and reassurance from a human first and foremost.

“AI needs to enable agents to be present and attentive rather than distract them with manual processes.” – Stacy Sherman

Key Takeaways:

Agent and Customer Experience with AI Innovations

Artificial intelligence, including AI customer service agent training simulation, must complement and enhance human capabilities in CX, not attempt to replace them entirely.

As long as the human connection remains central to the customer and agent experience, AI adoption through use cases like the ones described will lead to loyalty and business growth over the long term.

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Customer Experience (CX) and AI Topics + Time Stamps from CXQA Live

[0:00] Introduction to using AI to make agents more productive and empathetic

[2:05] AI use cases that boost agent performance on calls

[4:38] Example of still needing human connection during emotional customer situations

[8:20] Using AI simulations to train agents and build confidence

[12:10] Importance of the human factor in customer experience

[15:30] Tips on developing an ‘agents first’ AI strategy for your contact center

Take notes, as many gems are shared to advance your AI CX strategy without sacrificing the human touch!

This article is part of the Vistio Knowledge Collective.

 

About Stacy Sherman: Founder of Doing CX Right℠‬

Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, advisor, and host 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 about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.

Keyword themes: Doing CX Right podcast business customer service, contact center, marketing agent experience, artificial intelligence, AI innovation. 

The Power of Generative AI – Transforming Customer Service

The Power of Generative AI – Transforming Customer Service

by | Oct 29, 2023 | AI, Technology and Tools, Doing CX Right℠‬ Podcast

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Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Artificial intelligence is advancing rapidly, and one of the most promising areas for Customer Experience leaders is generative AI.

Generative AI refers to machine learning models that can generate new content, such as text, images, audio, and more. Major models like DALL-E for images and ChatGPT for text showcase the vast potential, and these technologies are improving continuously.

Wonderfing how you can harness generative AI to elevate your customer experience strategy? In this episode, Stacy Sherman interviews Conor Grennan, Dean of MBA students at NYU Stern School of Business, to discuss practical strategies for implementing generative AI in customer service training, education, and simulated models.

You’ll hear insights on the importance of authenticity in customer interactions and the need for human connection in an increasingly automated world. Listen now to learn how generative AI can enhance your customer experience and actionable tactics to drive business success.

Key Takeaways to Lead With Generative AI in CX

Implementing emerging technologies like generative AI for CX requires strategic vision and execution. Keep these tips in mind:

  • Start with tightly defined use cases that address pain points, and run controlled pilots. Look for quick wins to demonstrate potential and build confidence.
  • Integrate generative AI seamlessly into daily workflows for broad value creation. Don’t silo it.
  • Maintain rigorous monitoring for model accuracy, risks and customer perception. Continuously improve with real-world feedback.
  • Combine automation and human touch thoughtfully. Strike the right balance for each customer journey.
  • Develop responsible AI practices around transparency, ethics, and governance. Build trust by addressing risks proactively.

With a thoughtful approach, generative AI can transform CX capabilities in your organization.

 

Show Topics and Time Stamps

  • Origins of Grennan’s interest in tech and AI (2:55)
  • Writing the book Little Princes and key lessons (5:20)
  • How generative AI enhances understanding customers (8:40)
  • Applications for customer service training (12:30)
  • Framework for implementing generative AI (16:50)
  • Ways to apply generative AI for better CX (22:30)
  • The future human role with advancing AI (26:40)
  • Leadership and passion advice (29:50)
  • Key takeaways on leading with generative AI for CX (33:20)

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About Conor Grennan ~ Generative AI Expert  administrators

Conor is the Dean of MBA Students at New York University’s Stern School of Business. He oversees the student experience for over 2,300 full-time, part-time, and Executive MBA students. Grennan also leads Stern’s Generative AI program, which teaches students and faculty how to leverage AI technology. He previously worked for a nonprofit in Nepal and is the author of the bestselling memoir “Little Princes.”.

Connect on LinkedIn 

About Stacy Sherman: Founder of Doing CX Right℠‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host 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: #DoingCXRight #podcastbusiness #customerservice #contactcenter #artificial intelligence #AI #customerexperience

Demystifying AI: How Humans and Machines Can Work Together

Demystifying AI: How Humans and Machines Can Work Together

by | Jun 3, 2023 | Doing CX Right℠‬ Podcast

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Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Enhancing Customer Experiences with AI  

To help business leaders differentiate their brands, Stacy Sherman invites Kate Bradley Chernis, founder of Lately AI, to share insights on how artificial intelligence (AI) can complement human collaboration to exceed customer expectations.

During this podcast episode, you’ll hear them dispel fears and misconceptions about AI, emphasizing that it cannot replace the human element of emotional intelligence.

Kate also shares lessons learned from raising $3.4 million in funding for her AI platform and key lessons about business, leadership, and how to embrace AI and emerging technologies to boost results.

 

What You’ll Learn About Merging Humans and AI

Topics include:

  • What is artificial intelligence (AI)?
  • What challenges do businesses face when integrating AI technology into their customer experience strategies?
  • How does Lately AI use machine learning and natural language processing to improve customer experiences for businesses?
  • What is the best advice for entrepreneurs and business leaders who want to use technology to differentiate their brands and transform their companies?
  •  Why is emotional intelligence important in customer service, and how can companies develop this skill in their employees?
  • How can businesses balance the benefits of automation with the importance of maintaining a human touch in their customer interactions?
  • How have Kates’s experiences in radio and marketing influenced her approach to building AI technology for customer experience?
  • In what ways does Lately AI stand out from other generative AI companies in the market, and what are some of the benefits of their approach?
  • What are fun facts about Kate, the best leadership advice she ever received/given, and advice she’d give to her younger self if she could go back in time?

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About Kate Bradley Chernis:

How Humans and AI Can Work Together

Kate Bradley Chernis is the Founder & CEO of Lately.AI, an AI-powered content repurposing engine and a social media management, employee advocacy, and sales enablement syndication platform. Thanks to nine years of its own proprietary machine learning and natural language processing data, Lately is able to pinpoint the ideas, words, and phrases that will get any target audience to click, like or share. It also learns the unique voice of any brand or individual and transfers the style of that voice into social posts. Lately then splices up long-form text, audio, or video content into dozens of high-performing social posts – which include audiograms and video clips – based on your unique writing model.

As a former rock ‘n’ roll dj, Kate served 20 million listeners as Music Director and on-air host at Sirius/XM. She’s also an award-winning radio producer, engineer, and voice talent with 25 years of national broadcast communications, brand-building, sales, and marketing expertise. What she learned in radio about the neuroscience of music helps fuel Lately’s artificial intelligence.

Prior to founding Lately, Kate also owned a marketing agency that got Walmart a 130% ROI YoY for three years.

Learn more on her website, LinkedIn

About Stacy Sherman: Founder of Doing CX Right℠‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, coach and host of the award-winning DoingCXRight podcast. Known for her Heart & Science℠ framework that produces 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/ Mission: Cultivating meaningful, authentic relationships and experiences so people have more fulfillment in business and life. Contact Stacy for DOING CX RIGHT, not just TALKING about it. Continue reading bio >here.