Machine Learning in the Customer Experience
How to Utilize Technology to Create a Better Customer Experience
Shep Hyken interviews Cameron Weeks. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology.
Top Takeaways:
Many customers believe that companies don’t care about customer service. If this were true, the customer support center or department would not exist. However, companies don’t often have the technological tools to provide a great experience.
The customer support department and contact centers have undergone a change over the past decade. They are no longer viewed as a cost, but a source of profit.
Frontline customer service agents have valuable information and data about the customer. Ideally, this information will trickle up to management and leadership to further improve CX.
The life of a customer service representative can be difficult and there is often a high turnover rate in these positions. Sources of difficulty and
