5-Star CX of the Future

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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.

Quotes:

“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.”

About:

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?