The Key to Excellent Customer Service: Call Calibration
By 2020, customer experience will overtake price as the most important brand differentiator. To stay competitive, brands will constantly need to re-invent how they approach customer experience. This week in CX Insights, we explore the state of customer experience today, and explore how brands are reinventing it for tomorrow.
Machine learning is shaping the future of customer experience. In machine learning, software learns from past experiences and creates a more personalized and relevant experience for customers. Blake Morgan [forbes.com] discusses how machine learning is the key to unlocking excellent customer experiences in the future because of its role in automation, personalized user experience, and product offerings.
When assessing your customer service approach, start by going back to the basics. Carolyn Blunt [contactcentrehelper.com] argues that up and coming technology like machine learning has the possibility to revolutionize customer service if it has customer experience at its core. There is no point introducing new technologies if its usage does not benefit CX.
Industry discussions about customer experience seem to revolve around what technologies can be used to enhance and shape it. Yet, Augie Ray [gartner.com] argues that companies should be cautious when adapting to new technologies. Consumer’s eager embrace of platforms like Snapchat and Facebook has given businesses the impression that there will be a swift adoption of new technologies. But examples of products that have seemed revolutionary, but failed, present an persuasive counter-thesis as to why companies should be cautious.
Attracting millennial buyers and incorporating millennial expectations into customer service approaches has been given a lot of lip service in recent years. However, it is important to acknowledge that social customer service varies considerably depending on which social media platform your company is using. In this piece our experts delve into what approaches companies need to consider on each social platform.
How would you reinvent your customer experience approach? For more insights on customer experience trends and technologies, follow CX Insights updates on our website and social media platforms!