In a recent survey conducted earlier this year, more than 1,000 consumers in the U.S. were asked about the importance of a personalized experience in customer service. The results showed that 81% of customers prefer companies that offer a personalized experience, with 70% specifically stating that a personalized experience where the employee knows their history with the company is important. Customers also want their personalized experience to extend beyond just interactions with people, to include the platforms they prefer to use for business.
Elizabeth Tobey, the head of Marketing, Digital & AI at NICE, a company that helps businesses apply AI to manage customer experience, discussed the importance of personalization in a recent interview. She emphasized the significance of meeting customers on their terms by utilizing their preferred channels of communication. With the rise of various communication platforms, customers expect convenience and the ability to connect with a brand in a way that suits them. Companies that understand this concept have educated customers on what to expect, setting a high standard for others in the industry.
Tobey shared a personal experience where she encountered communication friction with a brand’s customer support. She highlighted the importance of allowing asynchronous conversations on the customer’s timeline to enhance the customer experience and avoid unnecessary repetition. This kind of friction can be eliminated with the help of AI, which can streamline processes and make interactions smoother for customers. By leveraging AI technology, companies can reduce steps that create frustration and ensure a seamless experience for customers.
Aside from improving customer interactions, AI can also benefit customer support agents, supervisors, and CX leaders by providing valuable insights. AI can analyze data from customer journeys and offer agents real-time recommendations, enabling them to provide personalized experiences. This data can also be used to make supervisors and leaders more agile and help them make decisions quickly. Knowledge management plays a crucial role in this process, as AI is only as good as the data it is fed. By continuously learning and communicating the best information, AI can enhance efficiency and create a better experience for all stakeholders involved.
In conclusion, the key takeaway from Tobey’s insights is the importance of leveraging AI to enhance the customer experience and streamline communication processes. By meeting customers on their terms, eliminating friction, and providing personalized experiences, companies can set themselves apart in today’s competitive market. AI plays a crucial role in optimizing operations, empowering agents and supervisors, and ultimately driving better outcomes for both customers and businesses. As technology continues to evolve, embracing AI and knowledge management will be essential for delivering exceptional customer service and building long-lasting customer relationships.
