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💡 𝐈𝐭'𝐬 𝐭𝐢𝐦𝐞 𝐭𝐨 𝐑𝐞𝐭𝐡𝐢𝐧𝐤 𝐂𝐨𝐧𝐭𝐚𝐜𝐭 𝐂𝐞𝐧𝐭𝐫𝐞𝐬: 𝐅𝐫𝐨𝐦 𝐀𝐝𝐦𝐢𝐧 𝐎𝐯𝐞𝐫𝐡𝐞𝐚𝐝 𝐭𝐨 𝐕𝐚𝐥𝐮𝐞 𝐂𝐫𝐞𝐚𝐭𝐢𝐨𝐧 Do you know that industry research shows that 𝟑𝟎% 𝐨𝐟 𝐜𝐨𝐧𝐭𝐚𝐜𝐭 𝐜𝐞𝐧𝐭𝐫𝐞 𝐜𝐨𝐬𝐭𝐬 are spent on 𝐚𝐝𝐦𝐢𝐧𝐢𝐬𝐭𝐫𝐚𝐭𝐢𝐯𝐞 𝐭𝐚𝐬𝐤𝐬 like sample testing, call analysis and preparing management reports? These functions are necessary but far from value-adding. Meanwhile, the front-line activities that truly matter, like 𝐝𝐢𝐫𝐞𝐜𝐭 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐞𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭, 𝐬𝐨𝐥𝐯𝐢𝐧𝐠 𝐩𝐫𝐨𝐛𝐥𝐞𝐦𝐬 𝐚𝐧𝐝 𝐛𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐥𝐨𝐲𝐚𝐥𝐭𝐲, are the first to face cuts when budgets are squeezed. It’s a common approach, but let’s be honest, it’s short-sighted and unsustainable. The good news? We live in an 𝐀𝐈-𝐝𝐫𝐢𝐯𝐞𝐧 𝐞𝐫𝐚, where this imbalance is not only solvable but creates 𝐧𝐞𝐰 𝐨𝐩𝐩𝐨𝐫𝐭𝐮𝐧𝐢𝐭𝐢𝐞𝐬: 🔄 𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦 𝐚𝐝𝐦𝐢𝐧 𝐭𝐚𝐬𝐤𝐬: With advanced AI, repetitive and time-consuming tasks like reporting and call analysis can be automated, reducing costs while improving quality and accuracy. 🧠 𝐁𝐮𝐢𝐥𝐝 𝐚𝐧 “𝐢𝐧𝐬𝐢𝐠𝐡𝐭 𝐜𝐞𝐧𝐭𝐫𝐞”: By analysing interactions 𝐚𝐭 𝐬𝐜𝐚𝐥𝐞, AI can uncover patterns, trends, and actionable insights that were previously hidden—turning a cost centre into a 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐚𝐬𝐬𝐞𝐭. 📈 𝐄𝐧𝐚𝐛𝐥𝐞 𝐬𝐜𝐚𝐥𝐚𝐛𝐢𝐥𝐢𝐭𝐲: AI allows you to do more with less, enabling your support teams to scale up as needed while focusing on high-value customer interactions. 💰 𝐔𝐧𝐥𝐨𝐜𝐤 𝐜𝐨𝐦𝐦𝐞𝐫𝐜𝐢𝐚𝐥 𝐯𝐚𝐥𝐮𝐞: Insights generated from your customer support function can directly influence product development, marketing strategies and even revenue growth. The result? 𝐇𝐢𝐠𝐡𝐞𝐫 𝐑𝐎𝐈, better customer satisfaction, and 𝐞𝐧𝐠𝐚𝐠𝐞𝐝 𝐭𝐞𝐚𝐦𝐬 doing meaningful work that aligns with your business goals. 𝐈𝐭’𝐬 𝐭𝐢𝐦𝐞 𝐭𝐨 𝐬𝐭𝐨𝐩 𝐜𝐮𝐭𝐭𝐢𝐧𝐠 𝐜𝐨𝐬𝐭𝐬 𝐢𝐧 𝐭𝐡𝐞 𝐰𝐫𝐨𝐧𝐠 𝐩𝐥𝐚𝐜𝐞𝐬. Instead, let’s focus on 𝐦𝐨𝐝𝐞𝐫𝐧𝐢𝐬𝐢𝐧𝐠 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐮𝐩𝐩𝐨𝐫𝐭 and unlocking its full potential with the tools available today. 𝐖𝐡𝐨 𝐞𝐥𝐬𝐞 𝐢𝐬 𝐫𝐞𝐚𝐝𝐲 𝐭𝐨 𝐫𝐞𝐢𝐦𝐚𝐠𝐢𝐧𝐞 𝐭𝐡𝐞 𝐜𝐨𝐧𝐭𝐚𝐜𝐭 𝐜𝐞𝐧𝐭𝐫𝐞? 𝐋𝐞𝐭’𝐬 𝐝𝐢𝐬𝐜𝐮𝐬𝐬. #customerexperience #CX #AI #contactcentre #businesstransformation #innovation #ROI CX ALL Lumoa Netigate FourNet Plutus Consulting Group #customerservice #digitaltransformation #contactcentre #customersupport #serviceexcellence #experiencedesign #CSAT #NPS #futureofwork #innovation #valuecreation DeloitteMcKinsey & Company Harvard Business Review ServiceNow Salesforce NICE Genesis Global Avaya NICE Boston Consulting Group (BCG)

"𝐍𝐨 𝐨𝐧𝐞 𝐢𝐬 𝐜𝐨𝐦𝐢𝐧𝐠 𝐭𝐨 𝐬𝐚𝐯𝐞 𝐲𝐨𝐮." At an induction for new Managing Directors, a Senior Executive flashed a picture of Superman on the screen. His comment: "𝐍𝐨 𝐨𝐧𝐞 𝐢𝐬 𝐜𝐨𝐦𝐢𝐧𝐠 𝐭𝐨 𝐬𝐚𝐯𝐞 𝐲𝐨𝐮." His message: 𝐑𝐞𝐬𝐢𝐥𝐢𝐞𝐧𝐜𝐞 𝐢𝐬 𝐚 𝐜𝐨𝐫𝐞 𝐯𝐚𝐥𝐮𝐞. 𝐑𝐞𝐬𝐢𝐥𝐢𝐞𝐧𝐜𝐞 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐫𝐞𝐜𝐨𝐠𝐧𝐢𝐬𝐞𝐝 𝐚𝐧𝐝 𝐫𝐞𝐰𝐚𝐫𝐝𝐞𝐝. At the time, it struck me as hugely misguided. 7 years later and it still does. While resilience is undoubtedly important there's another, to my mind, more profound value: 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐭𝐲. In business (and in life), it’s not just about individual strength. Success stems from the collective; teams, colleagues, friendships, mentors and the networks we build. It's about supporting one another when challenges arise, collaborating to solve problems and knowing we don’t have to do it all alone. Resilience isn't about isolation; it's about building connections that help us rise together. Let’s champion community, not just individual grit, as we navigate the complexities that we face in our personal and professional lives. #leadership #community #resilience #collaboration #culture CX ALL #businessculture #teamwork #humancentric #futureofwork #CXleadership #wellness #workplacewellness LinkedIn Harvard Business Review People Management #corevalues Culture Core Values of Team Members Culture Change Employee Engagement Employee Wellness #WELLBEING #superhero #corevalues #values #mentalhealth

𝐅𝐂𝐀 𝐟𝐢𝐧𝐞𝐬 𝐕𝐨𝐥𝐤𝐬𝐰𝐚𝐠𝐞𝐧 𝐅𝐢𝐧𝐚𝐧𝐜𝐞 £𝟓.𝟒𝐦 𝐨𝐯𝐞𝐫 𝐭𝐫𝐞𝐚𝐭𝐦𝐞𝐧𝐭 𝐨𝐟 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐢𝐧 𝐟𝐢𝐧𝐚𝐧𝐜𝐢𝐚𝐥 𝐝𝐢𝐟𝐟𝐢𝐜𝐮𝐥𝐭𝐲 Volkswagen Financial Services' £5.4m fine highlights critical lessons under the FCA's Consumer Duty, which demands that firms deliver fair outcomes for customers, particularly those in vulnerable situations. The FCA's findings revealed that automated systems failed to account for "𝐢𝐧𝐝𝐢𝐯𝐢𝐝𝐮𝐚𝐥 𝐜𝐢𝐫𝐜𝐮𝐦𝐬𝐭𝐚𝐧𝐜𝐞𝐬," leading to actions such as repossessions, which caused "𝐮𝐧𝐧𝐞𝐜𝐞𝐬𝐬𝐚𝐫𝐲 𝐝𝐢𝐬𝐭𝐫𝐞𝐬𝐬 𝐚𝐧𝐝 𝐢𝐧𝐜𝐨𝐧𝐯𝐞𝐧𝐢𝐞𝐧𝐜𝐞". Consumer Duty emphasises fairness, care, and proactive support, urging firms to 𝐫𝐞𝐩𝐥𝐚𝐜𝐞 𝐚𝐮𝐭𝐨𝐦𝐚𝐭𝐞𝐝 𝐜𝐨𝐥𝐝𝐧𝐞𝐬𝐬 𝐰𝐢𝐭𝐡 𝐭𝐫𝐮𝐞 𝐡𝐮𝐦𝐚𝐧 𝐮𝐧𝐝𝐞𝐫𝐬𝐭𝐚𝐧𝐝𝐢𝐧𝐠, especially when customers face financial difficulties. Businesses must design their org models, their processes and their emotional AI data models - 𝐝𝐞𝐬𝐢𝐠𝐧 𝐭𝐡𝐞𝐢𝐫 𝐨𝐮𝐭𝐜𝐨𝐦𝐞𝐬 𝐚𝐧𝐝 𝐠𝐨𝐚𝐥𝐬 - to cater for the real-time needs of their customers. Businesses must recognise that empathetic, personalised treatment is no longer optional - 𝐢𝐭'𝐬 𝐚 𝐫𝐞𝐠𝐮𝐥𝐚𝐭𝐨𝐫𝐲 𝐞𝐱𝐩𝐞𝐜𝐭𝐚𝐭𝐢𝐨𝐧. Read more: FCA Press Release here ... https://lnkd.in/e85wQeNQ Financial Conduct Authority #consumerduty #customerexperience #CX #CXtransformation #customercare #emotionalai #servicedesign Carolyn Delehanty Mark Bailey #vulnerablecustomers

𝐄𝐦𝐨𝐭𝐢𝐨𝐧 𝐯𝐬 𝐒𝐞𝐧𝐭𝐢𝐦𝐞𝐧𝐭: 𝐖𝐡𝐲 𝐄𝐦𝐨𝐭𝐢𝐨𝐧 𝐢𝐬 𝐜𝐫𝐢𝐭𝐢𝐜𝐚𝐥 𝐟𝐨𝐫 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧, 𝐚𝐧𝐝 𝐤𝐞𝐲 𝐟𝐨𝐫 𝐅𝐂𝐀 𝐂𝐨𝐧𝐬𝐮𝐦𝐞𝐫 𝐃𝐮𝐭𝐲 𝐜𝐨𝐦𝐩𝐥𝐢𝐚𝐧𝐜𝐞. In the world of customer experience, businesses often track 𝐬𝐞𝐧𝐭𝐢𝐦𝐞𝐧𝐭. But is it enough? To truly understand and improve customer satisfaction, especially under the Financial Conduct Authority's #ConsumerDuty, it’s vital to measure 𝐞𝐦𝐨𝐭𝐢𝐨𝐧, ideally in real-time (or, at least, very close to real-time). Let’s use “we” instead of “customers”. I think it makes it more real and relevant. 🔑 𝐄𝐦𝐨𝐭𝐢𝐨𝐧 is the 𝐢𝐦𝐦𝐞𝐝𝐢𝐚𝐭𝐞, 𝐢𝐧-𝐭𝐡𝐞-𝐦𝐨𝐦𝐞𝐧𝐭 reaction we have during interactions, while sentiment reflects our broader, long-term attitude built over time. Research shows that we judge experiences largely by how we felt at the 𝐩𝐞𝐚𝐤 (most intense moment) and 𝐞𝐧𝐝 of the experience. Emotions are often the driving force behind these moments. 🌟 𝐕𝐮𝐥𝐧𝐞𝐫𝐚𝐛𝐢𝐥𝐢𝐭𝐲 For vulnerable customers, tracking emotion is essential. Real-time emotional feedback helps identify distress or confusion, allowing companies to intervene with empathy and support before issues escalate. Vulnerability needs to be treated as a real-time event and not a one-off, onboarding type exercise. 🛠️ 𝐂𝐨𝐦𝐩𝐥𝐚𝐢𝐧𝐭𝐬 Complaints often trigger strong negative emotions. Measuring emotion in these moments helps companies respond quickly and appropriately, potentially transforming a negative experience into a positive one. Sentiment may give companies an overall view, but emotion tells them what’s happening now. 𝐖𝐡𝐲 𝐄𝐦𝐨𝐭𝐢𝐨𝐧 𝐢𝐬 𝐊𝐞𝐲: ✨ 𝐈𝐦𝐦𝐞𝐝𝐢𝐚𝐭𝐞 𝐚𝐜𝐭𝐢𝐨𝐧𝐬: Emotions directly drive behaviour. Positive emotions lead to loyalty, while negative ones can, and often do, result in churn. ✨ 𝐒𝐡𝐚𝐩𝐞𝐬 𝐬𝐞𝐧𝐭𝐢𝐦𝐞𝐧𝐭: Long-term sentiment is built from repeated emotional experiences. ✨ 𝐊𝐞𝐲 𝐦𝐨𝐦𝐞𝐧𝐭𝐬 𝐦𝐚𝐭𝐭𝐞𝐫: We remember emotional highs and lows, not just the outcome of an interaction. ✨ 𝐁𝐞𝐭𝐭𝐞𝐫 𝐩𝐫𝐨𝐛𝐥𝐞𝐦-𝐬𝐨𝐥𝐯𝐢𝐧𝐠: Emotional awareness helps companies respond with empathy, improving outcomes, which is especially important for vulnerable customers and complaints. 🛠️ 𝐒𝐨𝐥𝐮𝐭𝐢𝐨𝐧: Use tools that capture real-time emotional feedback. It’s not enough to know how customers feel over time. Companies need to understand how they feel right now. Indeed, this is essential to meet Consumer Duty requirements. How are you measuring customer emotion today? Alan Linter - I Iistened to your presentation at the FourNet event last week. You rightly emphasised the distinction between Emotional AI and Sentiment. I’ve tried (unsuccessfully!) to keep my post brief. Have I got this right? Anything to add? Niklas Kilburg - thanks for reminding me of this key difference yesterday 😊 #cx #vulnerability #complaintshandling CX ALL #emotionalintelligence #sentiment #emotion #ai Gain Grow Retain

🏆 𝐈 𝐫𝐞𝐜𝐞𝐧𝐭𝐥𝐲 𝐰𝐨𝐧 𝐦𝐲 𝐟𝐢𝐫𝐬𝐭 𝐭𝐞𝐧𝐧𝐢𝐬 𝐭𝐫𝐨𝐩𝐡𝐲 🎾🎾 Lots of mentions of “Old Dogs” and “New Tricks” 🥱 Experience (and some great forehand winners 😉) won the day on the court and I strongly feel it’s the same in business, especially as companies design and deliver complex transformations. 🐕🦺  Companies need "Old Dogs" with experiences from past challenges. The scars as well as the successes. 𝐖𝐡𝐲? 🎯 Because experience sharpens focus. We've seen what works and what doesn’t. We can adapt. 🧠⚖️ We’re outcomes-driven, balancing innovation with the wisdom gained from years of trial and error. 🌍 We bring cultural awareness and the ability to collaborate across diverse organisations, ensuring that change isn’t just top-down but customer-focussed, inclusive and sustainable. 🛠️💡 Companies embarking on transformation journeys need leaders who understand the importance of strategy, resilience and adaptability. 📈💼 And balance this with an outcomes focus that delivers measurable commercial value. 💪💪💪 𝗔𝗴𝗲 𝗶𝘀𝗻'𝘁 𝗮 𝗯𝗮𝗿𝗿𝗶𝗲𝗿 - 𝗶𝘁'𝘀 𝗮 𝗯𝗲𝗻𝗲𝗳𝗶𝘁. C͓̽O͓̽R͓̽R͓̽E͓̽C͓̽T͓̽I͓̽O͓̽N͓̽ 🦸♂️ 🦸♀️ ❚█══ 𝐈𝐓'𝐒 𝐀 𝐒𝐔𝐏𝐄𝐑𝐏𝐎𝐖𝐄𝐑 ══█❚ 🐾 So, rather than consign us to the dog basket in the corner, let’s celebrate what seasoned professionals can offer in today’s fast-paced world! 🚀🚀🚀 𝐈𝐟 𝐲𝐨𝐮'𝐫𝐞 𝐚 𝐲𝐨𝐮𝐧𝐠(𝐞𝐫) 𝐝𝐨𝐠 𝐰𝐚𝐧𝐭𝐢𝐧𝐠 𝐚𝐝𝐯𝐢𝐜𝐞 𝐨𝐧 𝐰𝐡𝐚𝐭 𝐫𝐞𝐚𝐥𝐥𝐲 𝐦𝐚𝐭𝐭𝐞𝐫𝐬 𝐚𝐧𝐝 𝐝𝐞𝐥𝐢𝐯𝐞𝐫𝐬 𝐫𝐞𝐬𝐮𝐥𝐭𝐬 - 𝐨𝐫 𝐢𝐟 𝐲𝐨𝐮 𝐣𝐮𝐬𝐭 𝐰𝐚𝐧𝐭 𝐭𝐨 𝐢𝐦𝐩𝐫𝐨𝐯𝐞 𝐲𝐨𝐮𝐫 𝐭𝐨𝐩𝐬𝐩𝐢𝐧 𝐟𝐨𝐫𝐞𝐡𝐚𝐧𝐝 - 𝐠𝐢𝐯𝐞 𝐦𝐞 𝐚 𝐜𝐚𝐥𝐥 𝐨𝐧 𝐭𝐡𝐞 𝐝𝐨𝐠 & 𝐛𝐨𝐧𝐞 🐾🐾🐾🐾🐾🐾🐾🐾🐾 CX ALL #nevertooold #leadership #experience #transformation #digitaltransformation #outcomes #resilience #outcomesfocus #value #culture #age #tennis Gain Grow Retain #innovation #fitness #management Wilson Sporting Goods Co. K-Swiss Global Brands adidas Tennis Channel #advisory #consulting

𝐑𝐞𝐰𝐜𝐨𝐮𝐫𝐚𝐠𝐢𝐧𝐠 (adjective) "𝙋𝙧𝙤𝙫𝙞𝙙𝙞𝙣𝙜 𝙗𝙤𝙩𝙝 𝙢𝙤𝙩𝙞𝙫𝙖𝙩𝙞𝙤𝙣 𝙖𝙣𝙙 𝙩𝙖𝙣𝙜𝙞𝙗𝙡𝙚 𝙗𝙚𝙣𝙚𝙛𝙞𝙩𝙨; 𝙞𝙣𝙨𝙥𝙞𝙧𝙞𝙣𝙜 𝙖𝙣𝙙 𝙧𝙚𝙬𝙖𝙧𝙙𝙞𝙣𝙜. 𝘿𝙚𝙨𝙘𝙧𝙞𝙗𝙞𝙣𝙜 𝙚𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚𝙨, 𝙖𝙘𝙩𝙞𝙫𝙞𝙩𝙞𝙚𝙨, 𝙤𝙧 𝙘𝙤𝙣𝙩𝙚𝙣𝙩 𝙩𝙝𝙖𝙩 𝙪𝙥𝙡𝙞𝙛𝙩 𝙖𝙣𝙙 𝙚𝙢𝙥𝙤𝙬𝙚𝙧 𝙞𝙣𝙙𝙞𝙫𝙞𝙙𝙪𝙖𝙡𝙨 𝙬𝙝𝙞𝙡𝙚 𝙖𝙡𝙨𝙤 𝙙𝙚𝙡𝙞𝙫𝙚𝙧𝙞𝙣𝙜 𝙫𝙖𝙡𝙪𝙖𝙗𝙡𝙚 𝙞𝙣𝙛𝙤𝙧𝙢𝙖𝙩𝙞𝙤𝙣 𝙤𝙧 𝙞𝙣𝙨𝙞𝙜𝙝𝙩𝙨." Example: "𝙔𝙚𝙨𝙩𝙚𝙧𝙙𝙖𝙮'𝙨 FourNet 𝘿𝙞𝙜𝙞𝙩𝙖𝙡 𝙏𝙧𝙖𝙣𝙨𝙛𝙤𝙧𝙢𝙖𝙩𝙞𝙤𝙣 𝙎𝙪𝙢𝙢𝙞𝙩 𝙬𝙖𝙨 𝙩𝙧𝙪𝙡𝙮 𝙧𝙚𝙬𝙘𝙤𝙪𝙧𝙖𝙜𝙞𝙣𝙜, 𝙤𝙛𝙛𝙚𝙧𝙞𝙣𝙜 𝙣𝙤𝙩 𝙤𝙣𝙡𝙮 𝙫𝙖𝙡𝙪𝙖𝙗𝙡𝙚 𝙞𝙣𝙨𝙞𝙜𝙝𝙩𝙨 𝙗𝙪𝙩 𝙖𝙡𝙨𝙤 𝙢𝙤𝙩𝙞𝙫𝙖𝙩𝙞𝙣𝙜 𝙙𝙞𝙨𝙘𝙪𝙨𝙨𝙞𝙤𝙣𝙨 𝙩𝙝𝙖𝙩 𝙡𝙚𝙛𝙩 𝙢𝙚 𝙛𝙚𝙚𝙡𝙞𝙣𝙜 𝙞𝙣𝙨𝙥𝙞𝙧𝙚𝙙 𝙖𝙣𝙙 𝙚𝙢𝙥𝙤𝙬𝙚𝙧𝙚𝙙 𝙩𝙤 𝙘𝙤𝙣𝙩𝙞𝙣𝙪𝙚 𝙢𝙮 𝙙𝙞𝙨𝙘𝙪𝙨𝙨𝙞𝙤𝙣𝙨 𝙖𝙣𝙙 𝙩𝙖𝙠𝙚 𝙤𝙣 𝙣𝙚𝙬 𝙘𝙝𝙖𝙡𝙡𝙚𝙣𝙜𝙚𝙨." Many thanks to Richard Pennington and your FourNet team for designing and running such a great event and for making everyone feel welcome. Also to Jennie Mummery from the Alzheimer's Society and Alun Jeffery from Haier for sharing your stories. Whilst your segments are so different, it was great to see how you bring a human centred focus - a heart - to all that you’re doing. #AI #digitaltransformation #customersupport #emotionalai FourNet #consumerduty #fca #cx #customerexperience #humancentreddesign #hcd

Whilst researching my next article, I found this excellent piece of thought leadership from McKinsey & Company. The diagram shows how Experience-led growth strategies, in McKinsey's experience, rests on three pillars: 1️⃣ Setting a clear growth aspiration and purpose, and a roadmap that links CX to value. 2️⃣ Committing to transforming the business with decisive action through redesigned customer journeys, products, services, and business models. 3️⃣ Enabling the transformation through new mindsets, capabilities, technologies, governance, and effective CX measurement. My thoughts: 💡 How many companies start with 3. and totally bypass critical areas like vision, value and people (customers and employees)? 💡By starting with 3, so many #digitaltransformation fail to deliver sustainable shareholder value (one for you to comment on Brian Harkin). 💡Successful transformations are people-centric, based around an emotional connection. Without step 1., "Build aspiration and purpose" (the emotional connection) the 'transformation' will really just become a 'project'. At best, this might deliver short term benefits rather than long-term, sustainable shareholder and customer value. Your thoughts? Your experiences? CX ALL #culturetransformation #digitaltransformation #peoplecentrictransformation #humancentrictransformation #hcd #value #shareholdervalue FourNet Plutus Consulting Group Onesto Consulting #transformation Gain Grow Retain LUMA Institute Lumoa Gainsight #cx #customerexperience

𝐈𝐬 𝐀𝐈 𝐢𝐧 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐓𝐨𝐨 𝐂𝐨𝐬𝐭𝐥𝐲 𝐭𝐨 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭? 𝐋𝐞𝐭’𝐬 𝐝𝐞𝐛𝐮𝐧𝐤 𝐭𝐡𝐢𝐬 𝐦𝐲𝐭𝐡. Earlier today, I spoke with a global head of operations at a leading bank. His concern? That AI in customer support is too costly and resource-intensive to implement, even just to test. Whilst recognising his concerns, I explained the realities: ❌ “AI is too expensive.” ✅ Reality: AI reduces operational costs by automating repetitive and manual tasks, such as sample testing, processing support tickets, triaging inquiries, automating flows and resolving common issues. The relatively low entry, and integration, cost (often starting with a free demo using a companies own data) often leads to in-year ROI (meaning it is self-funding) and enables support teams to focus their time where customers see, and reward, value. The Actionable Insights that are uncovered by AI form the foundation for more transformation initiatives with high multiples ROI. ❌ “It’s too resource-intensive to even test.” ✅ Reality: Testing AI doesn’t require a massive overhaul. Modern AI solutions do not require system integrations and and can be piloted on a small scale with minimal technology and operations disruption. You will see real, measurable benefits in a matter of weeks, without a heavy resource commitment. ❌ “Our team isn’t ready for AI.” ✅ Reality: AI enhances support functions, freeing them up to focus on high-value, complex issues. It’s not about replacing your people—it’s about empowering them to deliver better service. The truth is, AI will generate significant ROI in highly manual, operationally complex and distributed support functions. It’s a smart investment that delivers faster, better service while reducing costs. In customer support, standing still is falling behind. Maintaining the status quo is simply not an option. I think he understood all of this as we've arranged a follow-up call with his team. 👍 The time to act is now! #AI #customersupport #innovation #efficiency #digitaltransformation #cx #customerexperience #customerretention #customerservice   #businessstrategy #customercentric  Lumoa Netigate FourNet Biz Group Zendesk Gartner HubSpot Forrester Gainsight Medallia CX ALL Plutus Consulting Group Change Gap Onesto Consulting