The Analytic Customer Experience
How AI Can Support Human Customer Service
Shep Hyken interviews Tom Goodmanson. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service.
The Interview with Tom Goodmanson:
The “CX revolution” is only just beginning. The trend across industries is toward elevating the customer experience. This has become critical for organizations to focus on, as 9 in 10 businesses say they’re competing primarily on the basis of customer experience.
With all the recent advancements in technology, AI can provide more insights and support to the customer service world than ever before. Technology helps make contact centers smarter, faster, and better and paves the way for proactive customer service.
Human interaction will never be entirely eliminated or replaced by AI. However, digital technologies can help support humans—both the reps serving customers and the customers themselves—by making processes easier, more efficient, and more frictionless. Data and analytics empower agents to
