The customer experience largely comes down to how companies respond. Jeanne Bliss, bestselling author and a pioneer in the CX field, wants leaders and employees to pause before responding when interacting with customers every day. She shares how to remember the human side of customer interactions.
Even though artificial intelligence has been around for 60 years, it is only now that we can use AI to create personalized customer experiences, better self-service and key customer insights. For decades we’ve provided customers with experiences that were very non-human. All too often we don’t know who our customers are, what’s going on in their lives or what they need. Across the board, customer experiences are still made for the masses and not the individual. However, advances in AI have made it possible for brands to treat customers less like machines and more like people.
Next Insurance is on a mission to reinvent insurance for small business, and it centers around updating the customer experience. When Next Insurance entered the market two years ago, it realized that the insurance experience was universally unpleasant across all small business industries. According to COO Sofya Pogreb, there was lots of room for improvement.
One of the most important aspects of customer experience is trust. Customers simply don’t want to do business with a company they can’t trust. Insurance is an industry rooted in building trusting relationships. It started 5,000 years ago when Chinese merchants split their goods across multiple shared ships.
AI is the cornerstone of a new wave of personalization and customer experience. Getting personalized service and recommendations is incredibly important to today’s customers, and in many cases that starts with big data and AI. A recent survey by PointSource found that 49% of customers are willing to shop more often when AI is present. Thirty-four percent of customers will spend more money, and 38% will share their experiences with friends and family. Essentially, AI makes people shop more, spend more and share more.
Nearly every business leader knows the the future of work and technology will bring huge changes, but very few of them are actually doing anything about it. Companies that invest now to become future ready will be the ones that lead and withstand upcoming changes instead of getting disrupted and being pulled in multiple directions.
How many companies are guilty of only talking to their customers once a year—if that? It happens more often than we think.
Customer data has long been thought of as a business asset. However, under GDPR, customers are now taking back ownership of their information and the power that comes with it. They can now choose what information companies have and delete their information from a company’s database for any reason. Companies that don’t comply with the new regulations run the risk of being fined up to millions of dollars
What happens when things don’t go according to plan? For companies, variation can have a huge impact of how customers are treated, especially if those brands aren’t prepared to handle the changes.
A shifting landscape means B2B buyers now have the power. The space is getting more competitive, so if a customer isn’t happy with the service they are receiving, they can take their business elsewhere. I created a CMO guide to creating a B2B customer experience, read it here