I had an insightful conversation with Jarrod Davis from Cognigy on some of the current CX trends.
The four drivers that have been moving the industry for the last several years - embracing the CX discipline, transitioning to the cloud, enabling digital-first omnichannel experiences, and leveraging AI and automation - are still in action.
BUT, as we enter 2024, customer service organizations are being asked this time to take a strategic look at how AI will fundamentally alter their operations and what the 'end game' will look like.
Specifically, we discussed four areas to address to future-proof customer-facing operations:
Evaluate the right balance of self-service and human assistance. Don't view AI strictly as a cost-cutting lever. Find the optimal mix and proactively guide customers to the best channel for the issue at hand.
Enable agents to handle the ever-rising complexity of customer conversations. Reduce cognitive load through AI assistants and automation. Upskill staff to advise, guide, and resolve exceptions. Scripts get in the way of great CX - empower your people.
Connect the data infrastructure. Break down data silos to fuel AI, unite knowledge sources, and generate actionable insights. Build an integrated data architecture benefiting both systems and staff.
Adopt continuous experimentation. With so many emerging innovations, continuously test and learn. Nimbly pilot new AI capabilities rather than making big bets.
The winds of change are blowing through CX... Recording here