What do you do if automation and AI threaten your customer experience expertise?

I recognize the potential challenges posed by automation and AI in the customer experience domain. However, I firmly believe that AI's role is not to replace human expertise but to elevate it. In my experience, AI can enhance customer experience by automating routine tasks, analyzing large volumes of data to derive actionable insights, and personalizing interactions at scale. This allows human professionals to focus on higher-value activities such as strategic decision-making, creative problem-solving, and building meaningful relationships with customers.

What do you do if automation and AI threaten your customer experience expertise? 1. Embrace new technology 2. Understand & learn how it can change your life for the better - Speed, effectiveness, lower cost, takes away the Non value adds etc. 3. Communicate hard - Upwards, sideways and importantly to the team. Make everyone a part of the plan by getting them to see value in new tech. 4. Make necessary changes where needed - to processes, structures etc. 5. Monitor progress as you implement. and create dashboards for the relevant folks to know what's going well and what isnt. 6. Upskill teams where needed. Keep communicating. Dont' underestimate the positive change it can bring about to your end customers and to the internal teams.

AI and tech are tools to deploy to improve customer experience, calling for familiarity, value identification in the journey and guidelines to drive the right outcomes for the business and customers. If one tool (grammarly claims this) saves 19 extra days, what can’t we professionals do w 19 extra days to improve the experience? Upskilled training to recognize how to ensure target outcomes is the same journey as when ‘data-driven’ became table stakes. Exciting frontiers to get more results for the business and the customer!

1. Embrace automation to enhance customer experience. 2. Upskill in AI to complement expertise. 3. Offer personalized human touch where automation lacks. 4. Adapt customer service strategies to integrate AI seamlessly. 5. Focus on high-value interactions automation can't replicate. 6. Leverage AI for data-driven insights, refining expertise. 7. Innovate in customer experience to stay ahead. 8. Evolve expertise to include AI integration.

It is already happening, but not a threat but as a useful collaborator. It is not a threat but a change. We should embrace new technologies and become more creative and efficient. People using AI will eventually outperform people not using AI, as in every technological advancement.

You're absolutely right! AI has indeed revolutionized many sectors by automating tasks and streamlining processes. It has definitely made work easier in numerous ways. However, you're also correct that there's always room for us to continue learning and adapting alongside AI. Understanding how AI works and being prepared to upscale our skills will be crucial in navigating future changes brought about by technology. It's all about embracing the opportunities and staying agile in this evolving landscape.

In an era defined by rapid technological evolution, the ability to adapt and stay ahead of industry trends is critical. Upskilling is not only about acquiring technical knowledge but also about enhancing soft skills like critical thinking, creativity, and emotional intelligence. These skills enable you to offer unique perspectives and innovative solutions that technology alone cannot. By committing to lifelong learning, you can safeguard your career against the tides of automation.

AI is the latest technology updated and help lot thing in all functions. Based on the experiences many things we need to lead and control AI as it made by human so we need AI to support some of works and we have more value time to create new plans and effective concepts to improve the business. The experiences and knowledge will be the first and control AI.

Automation and AI would never threaten our customer service expertise. On the contrary, it would enhance our performance and literally make everything convenient.

As the saying goes, AI will not replace you, but the people using AI surely will. Learning is a life long journey a person needs to embark upon and that will only help us achieve our goals. The goals changes with time; they become better and bigger, just as our mindset and viewpoint change. That will only become better if we continue to learn. On the contrary, learning alone will not help or work, but implementation will. If you learn, you have the information, but if you implement, you have the knowledge. The knowledge will eventually help your customers on the growth path.

If automation and AI threaten your customer experience expertise, it's crucial to adapt and enhance your skills to stay relevant. Focus on developing emotional intelligence, critical thinking, and problem-solving skills, which are difficult for AI to replicate. Leverage your understanding of human behaviors and emotions to provide empathetic and personalized customer service. Stay updated with the latest technology trends and learn how to use AI tools to your advantage, perhaps by overseeing and improving AI-driven customer interactions. Emphasize the human touch in customer experiences, positioning yourself as an indispensable bridge between technology and the customers' needs.

In today's world, EQ is more important then IQ. Sympathy always works better than allopathy, homeopathy or naturopathy. Manier times the critical problems are solved through EQ, empathy. Its critical to understand the pain points, what your client is going through, keep yourself in their shoes...thats work. Its always better to have Human to Human connect rather than human to technology.

Whether you are into managing teams and have the responsibility of customer experience, AI and automation is an must to have tool to hit efficient processes. The question is that how far can you go with it it in order to real impact customer experience? Therefore intuition, trust and being humble is the human path to visit and re-visit to take wise decisions. Customer’s good or bad buying experiences will resonate in customer’s feelings. That feeling will activate emotions that will be transformed into customer actions. That’s why is so important to improve soft skills in leadership to find the way to genuinely connect in the end with customer emotions to make them feel that the product or service you are delivering is a wow 🤩 one.

As machines take over more tasks, the way we articulate, empathize, and connect with others becomes our key differentiator. This distinct human capacity elevates every interaction beyond the transactional, creating memorable experiences that foster loyalty. So, focusing on communication skills is not merely advantageous—it’s imperative for those aiming to excel in a technology-driven landscape.

AI operates solely on prompts from users. Thus, it's essential for individuals to prioritize skills in effectively deploying AI, alongside emphasizing soft skills such as empathy, understanding, and emotional connection with customers. Research shows that customers often make decisions based on emotions rather than logic, using logic only to justify emotional purchases.

Have you tried one of the many meeting note taking apps you can invite to your Zooms/Teams etc? It is a step forward in ensuring all details are captured adn goes way beyond text transcriptions. It reduces your need to multitask taking notes and highlighting actions to complete. The full attention you can now have in a meeting is one of the many examples on how imbedding AI in your day to day can help you. A simple picture from a brainstorming white board can now be directly converted to actions. See AI from the diversity perspective. One different opinion to consider in your team :)

Na verdade, vejo a AI como um complemento na parte processual e planejamento, na parte de criatividade ela ainda deixa a desejar. Ainda assim é uma aliada poderosa.

In the space of collaborations, - Cooperate with Technology: To effectively include automation and AI technologies into your customer experience plan, collaborate closely with your organization's technology teams. Work together on projects to create and implement creative ideas that increase consumer experiences and strengthen your area of expertise. Seek Continuous Improvement: When it comes to your customer experience strategy, embrace innovation and a philosophy of constant improvement. Analyze client feedback and performance indicators regularly to find areas that may be improved and optimized. When necessary, use automation and artificial intelligence.

Take AI-based chatbots. It can handle routine questions, allowing your team to focus on more complex issues that require human intuition and empathy. AI systems can analyze vast amounts of data to identify trends and patterns in customer behavior, enabling your team to collaborate on potential issues and tailor services to better meet customer needs.

Collaboration is essential for achieving high effectiveness, as no individual operates in isolation. It fosters clarity by leveraging AI for effective team communication and customer engagement. AI streamlines the process of staying connected with customers, leading to improved outcomes and increased customer satisfaction.

I strongly believe that our perspective on AI is crucial. Do we see it as a competitor to challenge and oppose, or as a resource to support and enhance our work? While AI definitely makes things more efficient, it can't replace the irreplaceable human touch in business. Those who see AI as a tool to improve their roles and elevate their work will surely thrive now and in the future.

This is all about being able to really be agile and change to ensure you're always focused on delivering value and the right customer experience. Keep looking into your customer satisfaction metrics and feedback, identifying trends that highlight areas that are ripe for human engagement. Adapting your approach based on these discoveries enables you to harmonise automation with your expertise, crafting an experience that marries efficiency with the irreplaceable personal touch. This blend not only elevates the customer journey but also underscores the unique value of human insight in the AI and digital age.

In today’s world it’s important to keep the human side of service delivery very active. One way to do that is to enable the humans of your company with the requisite skills to collaborate effectively with AI. This will help them save time and become even more efficient.

Leveraging the analytical capabilities of AI to predict customer needs and personalize interactions can transform the customer journey from “transactional to memorable”. It's a balance between technology and personalization, but when executed correctly, it leads to increased efficiency, customer satisfaction, and business growth.

Continuous analysis and adaptation are imperative for maintaining a competitive edge in today's rapidly evolving landscape, particularly in leveraging AI and automation tools effectively. Regularly assessing the performance of these technologies is essential to optimize their impact on customer experience. One key aspect of analysis involves scrutinizing patterns in customer satisfaction and feedback. By discerning areas where AI and automation may fall short or where human touch is warranted, businesses can identify opportunities for improvement. This deep understanding enables organizations to tailor their strategies accordingly, ensuring that automation enhances rather than detracts from the customer experience.

In my opinion, in a world increasingly dominated by AI and automation, here’s how you can enhance your relevance in the customer experience field: Guide the Change: Understand and oversee AI tools rather than competing with them. Capitalize on Human Touch: Focus on empathy-driven tasks that AI cannot replicate. Redefine Your Role: Lead in areas requiring human oversight like ethical data use and complex problem-solving. Upgrade Your Skills: Learn about AI management and improve your leadership and strategic decision-making abilities. Advocate for Ethical AI Use: Promote fairness and customer privacy. Embrace these changes to transform AI threats into career opportunities.

As AI and automation transform the customer experience sector, adapting your role to emphasize tasks requiring human insight is crucial. Focus on strategic decision-making and complex problem-solving, where AI can't yet match human ability. By leveraging your unique human skills, you establish yourself as an indispensable element within the customer experience domain, ensuring your value remains unmatched in an increasingly automated world.

The key point is to come back to essential common sense and invent new paradigmas. That AI will never find as they don't exist already. Using what we are before what we know. Reality first.

AI has taken the personification that most customers are use to (i.e. face-to-face) and AI certainly can't redo its algorithm's fast enough to determine best method(s) in present environments.

I’m not afraid of change and I love the latest leading edge advancements!! At my tender age, I’ve found that no matter the situation, I can still have amazing insights and grand ideas about what can be done as long as I stay connected to Source, relaxed, and faithful that I will be given great inspiration to solve the challenge at hand!! It’s actually very exciting to live in the moment as I never know what’s going to happen or when!

The future of customer experience lies in finding the right balance between human expertise and AI capabilities. One way to achieve this is by implementing AI systems that can analyze real-time signals to address negative interactions and improve customer relationships. By doing this, you can prioritize high-value customers and tailor your service to their specific needs. It's also important to define the value that you offer to each customer at every touchpoint. This will allow you to monitor key indicators and adjust your strategies to optimize the customer experience.

It is key to always have in mind - as a belief - that both AI and automation are tools that are brought with an aim of optimizing and enhancing further the CX .. “ there can be no contradiction between the tools and the main objective of the business” Accordingly, any mis-alignment requires adjustment of the underlying modest operandi Customer Journeys are better off when digitalized - not only digitized - and Customer Journey mapping design exercises should benefit from these powerful tools whilst focusing on customization as of needed for every relevant persona The Total CX exercise is the name of the game !!

We have seen changes in the technology sector in the last 3 decades,but that has not impacted people's involvement from an employment perspective. With AI coming into the picture it will only enhance human capacity to do their tasks effectively and efficiently. Nothing can replace human intelligence and that X factor will always play an important role.After all AI was invented by us i.e.humans.

We focus so much recently on one part of automation (ai). There are two (at least) other areas which are where CX can drive value. Data Collection > Intelligence > Action Or IoT > AI > Robotics So as CX we should spend more time finding ways to capture data and the connection of data we previously had not considered And on robotics we in CX should find ways to discuss our interactions with agents who previously performed tasks. The question is how do we work with automation. Expertise is becoming infinitely available. However what it uses to eat and the by product of that are greenfield