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5-Star CX of the Future

Concierge-Like Experiences Using Smarter Technology

Shep Hyken interviews Mahesh Ram, founding CEO of Solvvy. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers.

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Top Takeaways:

  • Companies and brands are connecting in new and different ways.
  • The companies that will win are one’s that can deliver consistent, on-brand experiences in every channel, 24-7, because that’s what consumers demand.
  • Next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers across every channel empowering the consumer 24/7/365 at a global scale.
  • It’s a myth that automation (via chatbots and workflows) and great customer experience (highly personalized, intelligent, on-brand, human agents) are mutually exclusive. They used to be, but that’s not the case anymore.
  • Technology is now at the point where you can deliver what customers want, immediately when they want it.
  • There are 3 key elements of a ‘concierge-like experience’: Personalization, Human + AI, Omnichannel.
  • Brands can build a truly concierge-like personalized conversational experience very fast with platforms like Solvvy.
  • Traditional chatbots, the ones you’d see a few years ago, didn’t deliver the type of CX top brands have been needing to incorporate.
  • The future of CX involves the potential for combined human and AI experiences in customer support. Together is better.


“The future of CX involves a digitally guided journey to the best possible solution.”

“For brands to be relevant in the next decade, they’ll have to provide the same, consistent, effortless self-service experience across every channel.”

“Companies can now bend the profitability curve in the right direction while increasing customer satisfaction by using technology.”


Mahesh Ram is the founding CEO of Solvvy, the next-gen chatbot and intelligence CS automation platform. He’s been CEO, founder or early employee of three cloud-based software companies.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How can I create an automated experience for my customer?
  2. What is an omnichannel experience?
  3. What is the future of customer service?
  4. How can I create an effortless experience?
  5. Why is artificial intelligence becoming so popular?

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