Imagine having an expert mentor at your fingertips at all times. Someone who could answer questions, provide advice and move you in the right direction. For customer experience representatives at Allstate, that dream is a reality with Amelia, an AI-powered cognitive agent trained in the language of insurance. It’s just one way the company is using AI to power customer experience and lead the charge in a changing insurance industry.
Brands with the strongest customer experiences don’t just let it happen—they are proactive and innovative to create forward-thinking customer solutions.
It used to be that customers went to a restaurant for dinner, enjoyed their meal, and left without a second thought. Now, digital technology is changing how restaurants connect with customers and opening the door for big advances in customer experience.
Business leaders and executives would all agree that today’s customer experience has to be personalized, convenient, fast and right every time. But how many of them actually know what the experience is like for their customers? Are they aware of hold times, connection delays or other issues?
Think of the last time you called a customer service line and talked to a human—did it feel like you were talking to an actual person, or was the conversation robotic and simply followed a script? Instead of enjoying a real conversation, too many brand interactions end up feeling impersonal and disinterested. Customers leave the conversation feeling frustrated or belittled instead of satisfied and accomplished.
In honor of Amazon Prime Day, let’s take a look at the inner workings of this company that is pushing the bounds of innovation, not only with Amazon Prime, but the many other cutting-edge management strategies. The company that sets the tone for so many aspects of customer experience is breaking down internal barriers and showing how other companies can do the same. Amazon, a leader in customer experience innovation, has taken things to the next level by reorganizing the company around its AI and machine learning efforts.
Chief Marketing Officer of Tourism Australia Lisa Ronson says companies shouldn’t be overly rational with customers. It’s a common trap for many brands to over-explain things to customers. Consumers are surrounded by so much noise in today’s busy world—the best way to cut through the noise and make an emotional connection is to ignore being rational. Ronson says the best storytelling is grounded in what people know, but then moves forward. People can’t connect emotionally to a list of facts. After all, an emotional connection, not a rational explanation, is what drives us to change our behavior.
Why is it that in some companies employees are willing to go above and beyond to deliver superior customer experiences, and in other companies employees couldn't be more apathetic? It’s because when organizations invest in employee experiences it unlocks their discretionary effort to create great experiences for their, and your, customers.