There is only one boss. The customer. And he can fire everybody in the company, from the chairman on down, simply by spending his money somewhere elseSam Walton could not have expressed the cardinal truth in business any better. No matter how differently businesses worldwide express their vision and mission, it is undeniable that customers have always been their
, reflecting the paradigm shift in customer service from human-driven to a Human + AI ecosystem in today’s digital and AI-centric business landscape. From a customer’s lens, Generative AI can be both a delight and a spur for more demanding expectations. From the customer service leader’s perspective, it can be a source of both possibilities and challenges.
The pressure to excel in customer service across diverse channels is tremendous — and even more so when budgets are tight. Here is where Gen AI can create win-all success if rightly embedded in the customer service ecosystem.The Gen AI canvas for customer service is unbelievably vast, and it can be difficult to zero in on what will generate the most impactful value for customers. I recommend three key areas to start with.
What cannot be measured cannot excel. We must be aware that the customer service bar has risen exponentially, and traditional surveys will not make the cut. Leveraging the right Gen AI-driven analytical engines will help us closely monitor interactions and measure critical and relevant outcomes at every stage of the customer’s journey — and nimbly pivot to act on insights in near real-time.