Shep Hyken interviews Nicole Kyle, Managing Director and co-founder of CMP Research. She discusses the evolution of self-service and digital customer service and the importance of personalization and customer control in self-service interactions.
“Generative AI might reduce frontline workers in the future, but the good news is it will create jobs internally for people to monitor those tools and extract and analyze data.”
“Customers with a poor self-service experience are less likely to return to self-service again. We need to offer the type of self-serve experience they want, which is easy, fast, and personalized.”
“The Amazon effect is when other organizations train our customers on the type of experience that they expect. They no longer compare us to other companies in our industry. They are comparing us to the best experiences they’ve had anywhere.”
“Digital dexterity is improving. Most customers can tell whether they are talking to an AI-driven chatbot or a human. But, customers are willing to use these digital tools if the results are good.”
“Improving self-service for people who want to use self-service will result in better live support. The adoption of self-service is not about replacing jobs or cost reduction. It’s about the ultimate end goal of a better customer experience.”
Nicole Kyle is the Managing Director and co-founder of CMP Research. Nicole joined CMP in November 2021 from Gartner, where she spent eight years leading research and advisory.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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