How AI can Transform Customer Experience with Sid Banerjee

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

1. How can companies utilize new technologies like generative AI to improve customer satisfaction? 
2. How can companies use digital and conversational signals to understand customer feedback better? 
3. What role does AI play in analyzing customer data and providing actionable insights? 
4. How can companies effectively activate their customer data to make informed business improvements? 
5. How does AI’s cost-effectiveness influence its use in customer experience?

Top Takeaways

• Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve. 

• While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect. 

• AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service. 

• Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights. 

• Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience.  

• Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently. 

• Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in! 

Quotes:

“Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences.” 

“It’s important to meet people where they are. You need to capture customer feedback and understand what they are saying in the moment rather than solely relying on survey responses that may come hours or days after the experience.” 

“AI will not completely disrupt the human-to-human customer experience. We will increasingly interact with automated experiences, but we still need humans to design experiences, maintain quality, and ensure ethical values.” 

“The best way to lead change is to be the change. We are at a tipping point where customer experience is rapidly changing. Lean into the change and never lose sight of your mission to drive good customer experiences.”

About:

Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics.

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