A3Logics’ Post

Biggest #AI myths in #customer experience >> https://buff.ly/43OlOnT #tech #martech #genAI #generativeAI #data #digital #innovation #digitalmarketing #personalization #leaders #leadership #management #marketing #business #CIO #CTO #CDO #CMO #CEO #CX #customerexperience

Did you know that 33% of consumers say they'll consider switching companies after just a single instance of poor service? Don't wait for problems to arise. Shift from reactive to proactive CX with our latest insights. #AI #CX #EX #productivity #talentmanagement #leadership #futureofwork #datadriven #digitaltransformation #innovation #qualtrics #experience #experiencemanagement #XM #experiencematters #customerexperience #employeeexperience #employeeengagement #employeelistening #employeeretention #HR #talent #talentacquisition #futureofwork #CHRO #CMO

How do you convince executive leadership to shift towards a customer journey mindset? Early in my career, I learned the importance of being concise yet impactful when communicating with executives. However, it's not just about brevity; it's about creating a compelling narrative that resonates. Here's my approach: 1) Develop a customer persona, such as "Samantha," and guide executives through her journey as she opens a new account. Highlight key touchpoints, pain points, and moments of delight to evoke empathy and understanding. 2) Present a holistic view of the journey, showcasing the tools, platforms, and employee actions that support it. This visual representation helps executives grasp the complexity and interconnectedness of the customer experience. 3) Support your narrative with robust data and insights, including customer research, voice of the customer feedback, and longitudinal interaction studies. These findings validate the need for change and provide a solid foundation for your recommendations. 4) Introduce AI as a transformative solution that accelerates the implementation of customer-centric strategies. Demonstrate how AI can optimize processes, personalize experiences, and drive cost efficiencies, all while aligning with the organization's goals. Finally, I use a Six Sigma approach to streamline the implementation process. I've successfully developed a model that delivers these solutions within 10-12 weeks, resulting in a 100% acceptance rate from executives based on ten completed projects in 2023.

Customer experience is what sets good businesses apart from great ones. Unfortunately, as companies scale, maintaining the quality of your CX can become increasingly hard. Luckily, AI is emerging as just the tool we need. It's on leaders, however, to integrate it properly into business operations. If integrated properly, can AI augment (or replace) current CX talent for the better? #CX #BusinessOperations #Leadership #AI

By harnessing AI for customer service, companies unlock the potential for unparalleled efficiency and customers benefit from personalized experiences tailored to their preferences and needs. Gerard "Gerry" Szatvanyi explains why this is a win-win scenario and gives 6 ways AI can improve CX in this Forbes article: https://lnkd.in/eEdwfZ8Q #leadership #ArtificialIntelligence #leaders #CustomerService #CX #potential #CustomerExperience #strategy #success #technology

This was a fantastic webinar with Patricia from Google and our TekExpert Inc. Customer Success leadership team delivered through a TSIA webinar. I could not agree more that people build trust, supported by technology. I hope we don't lose our way as AI grows. People are and always should be at the center of anything and everything great! “Tech can’t replace the intimacy and the empathy that is part of a CSM’s DNA.” This quote resonated with me in Tek Experts’ webinar with speaker, Patricia Day, from Google. People build trust with customers through empathetic communication in a way that AI can’t. But there’s a time and place for technology, too. Especially as it relates to increasing efficiency. Check out this webinar recap to understand the critical role both humans and technology play throughout the customer journey: https://lnkd.in/gEAa3XDC #CustomerSuccess #CX #automation #CustomerJourney

𝗪𝗵𝗮𝘁 𝗶𝘀 𝗺𝘆 𝗜𝗸𝗶𝗴𝗮𝗶? 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗘𝗻𝗮𝗯𝗹𝗲𝗺𝗲𝗻𝘁. Human, organizational, digital, process, culture, and social. I continue to explore tools and techniques to bring better, faster, and cheaper ways of world-class enablement and transformation at scale. While going through Clockwork's website, I found a beautiful article that excited me - "𝗛𝗼𝘄 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗕𝗹𝘂𝗲𝗽𝗿𝗶𝗻𝘁𝘀 𝗲𝗻𝗮𝗯𝗹𝗲 𝗗𝗶𝗴𝗶𝘁𝗮𝗹 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻?"—loved it. Every leader should read it and build their Service Blueprints. #ServiceBlueprints, #DigitalTransformation, #ITIkigai

"Whilst businesses understand that a customer centric approach is directly connected with key business metrics (eg. revenue, retention, acquisition), maintaining CX as a driving force behind key strategic decisions can still be a challenge for some business leaders. If there is a solid customer-focused culture then the impact on customers is deeply understood and tested way ahead of time and before change commitments are made." This insight from V2's Paul Stevenson, advising how businesses can leverage technology to deliver seamless and personalised experiences in this latest CXFocus Newsletter article. #CX #CustomerCentric #DigitalTransformation

Are you delivering the seamless and personalised experiences your customers expect? As technology continues to advance, customer expectations for seamless, convenient, and personalised experiences are on the rise. Businesses that fail to adapt to these changing expectations risk falling behind in their industries. Aleena Arotin, Paul Stevenson and Jane Tyzack share their insight as well as their considerable experience and expertise in leading CX driven digital transformation projects. They explain the most common challenges that are likely to be encountered and how to overcome them. Roxy Sinclair Verity Martino #customerexperience #digitaltransformation #cx #AI #employeeexperience https://lnkd.in/gqRmREYv

🌟 𝐈𝐧𝐩𝐮𝐭 ≠ 𝐎𝐮𝐭𝐩𝐮𝐭 ≠ 𝐕𝐚𝐥𝐮𝐞 🌟 A reminder that not all effort automatically translates to value! It's a common trap to believe that just because you are busy, you're making a meaningful impact. However, the real question is whether our efforts genuinely align with what your customers value. 𝐀𝐜𝐭𝐢𝐨𝐧 𝐂𝐡𝐞𝐜𝐤: Are your endeavours truly valuable to your customers? Here's a thought – streamline your customer journey, focusing on enhancing the experience right from the start. Think of 𝐢𝐧-𝐩𝐫𝐨𝐝𝐮𝐜𝐭-𝐥𝐞𝐝 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐣𝐨𝐮𝐫𝐧𝐞𝐲𝐬, especially in onboarding and go from there! 𝐓𝐡𝐞 𝐆𝐨𝐚𝐥: 𝐌𝐚𝐱𝐢𝐦𝐢𝐬𝐞 𝐕𝐚𝐥𝐮𝐞 𝐖𝐢𝐭𝐡 𝐌𝐢𝐧𝐢𝐦𝐚𝐥 𝐅𝐫𝐢𝐜𝐭𝐢𝐨𝐧 🎯 𝐓𝐞𝐚𝐦 𝐀𝐥𝐢𝐠𝐧𝐦𝐞𝐧𝐭: It's crucial to bring all teams closer to the Voice of Customer. Think about circulating customer calls, doing VoC weekly updates, or even getting those none customer-facing teams on customers' calls. Whatever it is, and however you choose to do this, it's all about aligning everyone behind, understanding what your customers are willing to pay for—and cutting out what doesn’t—this aligns efforts with true value 💪 So, how are you ensuring that every action adds real value to your customers, your team, and your business? Let's pivot from just doing work to creating meaningful value. It's not just about the output; it's about the impact. #value #customersuccess #customerexperience #revenuegrowth #ai #workflowautomation #changemanagement #leadership #customervalue #customercentricity