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Why you need AI to do CX in 2024
The best customer experiences have these 5 key ingredients.
sarah chudleigh
ai for cx" on black background with blue squares.
Customers want 5 things: efficiency, convenience, consistency, friendliness and knowledgeable service.
Nearly 80% of consumers indicate that these 5 factors are the most important aspects of the customer experience.
A pwc study of 15,000 consumers in 12 countries found that 73% of people say customer experience is an important factor in overall satisfaction: 43% would pay more for greater convenience and 42% would pay more for friendly and welcoming experience.
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Businesses also benefit from better customer experience. Those who are leaders in cx make 3 times more profits than those who lag behind with outdated customer journeys.
Improving the customer experience is one of the pillars of any strategic plan or annual project.
So, with all the new technology on the market, why don't all companies get customer relationships right?
Two barriers to cx success
It's hard to change meaningful parts of the customer experience.
It's easy to cover up an experience with a flashy design. But it's hard to make an experience more efficient or better informed.
Emphasizing a better customer experience usually leads to one of two problems. Most companies cannot deliver a customer experience at scale that meets the five core elements of customer experience without overloading their employees.
1) overloaded employees
Personalized service requires a lot of work.
Since customers want a human touch, it makes sense to try to provide it through your employees. You probably hired members of your customer service and sales teams because of their personable nature.
But when employees are asked to continually grow, they run the risk of burnout. You can't grow that much without compromising the quality and consistency of customer service.
