¿Cómo puede utilizar la tecnología para mejorar la experiencia del cliente sin perder el toque humano?

A prevalent mistake often encountered is succumbing to the hype of a (new) technological solution without first identifying the specific issue it aims to address. Based on my professional experience, a fundamental initial task is to thoroughly assess and define the problem, opportunity, or any other relevant aspect needing attention. This process of scoping may entail various strategic initiatives such as data analysis, value stream mapping, and stakeholder roundtables. Once the desired outcome is precisely delineated, one can then make informed decisions regarding the most suitable approach to achieve it, whether through personnel adjustments, process optimization, or technological implementation.

Wichtig dabei ist, nicht eine Quelle singulär zu betrachten, sondern Wissen verschiedener Quellen zu kombinieren, um ein möglichst ganzheitliches Profil des Kunden zu erstellen. Eine Technologie, die das ermöglicht, spielt eine große Rolle.

Balancing tech and human touch is key. For me, it's empathy and understanding first, tech second. Data reveals pain points/opportunities, but walking in customers' shoes makes them real. Then, tech can personalise & enhance the experience.

Leverage technology to enhance customer experience by implementing personalized communication channels, such as AI-driven chatbots or CRM systems, to anticipate and address customer needs effectively. Integrate automation tools with human-led interactions, empowering employees to focus on high-touch interactions while automating routine tasks for efficiency. Emphasize training and development to ensure employees possess the skills and empathy needed to provide personalized and empathetic service, bridging the gap between technology and the human touch in delivering exceptional customer experiences.

To make technology work well for your business, start by knowing your customers - what they like, what they need, and what bothers them. Use tech to listen and learn from them, and always respond with empathy and personalized care.

By knowing your customers and leveraging technology strategically, you can enhance the customer experience, drive customer satisfaction and loyalty, and differentiate your brand in a competitive market—all while preserving the human touch and building meaningful relationships with your customers. -Collect and Analyze Customer Data -Personalize Customer Interactions -Provide Seamless Omnichannel Support -Empower Employees with Technology -Augment Human Interaction with Automation -Offer Self-Service Options -Solicit and Act on Customer Feedback -Focus on Relationship Building

I propose using AI as a tool for quality control in the support team. With my background in quality control, I'm impressed by how AI simplifies monitoring. Here's how AI addresses key areas: ✅ Ticketing Error Checks: AI verifies grammatical, stylistic, and other errors in tickets. As a colleague once said, "AI understands English better than all of us combined." Computational linguistics has evolved for decades, and now we have a user-friendly interface to tap into its capabilities. ✅ Tone Analysis: AI determines message tones, reducing subjectivity for the QC team. This helps avoid disputes and promotes a more peaceful work environment. Computational linguistics has extensively studied text nuances, making AI proficient in tone analysis.

Understanding yoru customers goes beyond just gathering data;it's about gaining insights into their needs, preferences and behaviors. To achieve this, tech like intelligent CRMs can be incredibly useful. These systems can aggregate customer interactions across various touchpoints, providing a holistic view of the customer journey. By analyzing this data, you can identify patterns and trends that help tailor services and communications to meet individual customer needs. However, the key is to use this information to foster genuine connections, ensuring that your team personalizes interactions based on these insights, maintaining a human touch in every communication.

Para dar um upgrade na experiência do cliente sem perder aquele jeitinho pessoal, é só combinar a tecnologia com um toque humano maneiro! Tipo, usar os dados do cliente pra fazer as coisas mais personalizadas, colocar uns chatbots que sabem quando é hora de chamar um atendente de verdade, e dá aquela variedade de canais pra galera escolher como quer falar com a empresa. Ah, e não pode esquecer de treinar bem a equipe e sempre pedir feedback, né? Assim, a gente aproveita a tecnologia pra facilitar a vida do cliente, mas sem perder aquele calor humano que faz a diferença!

Selecting the right technology is pivotal in enhancing the customer experience. Rather than chasing after every shiny new tool, businesses should align their technological investments with their strategic objectives and customer-centric goals. This involves a careful assessment of available technologies, considering factors like scalability, flexibility, integration capabilities, and user experience. The chosen technologies should seamlessly empower employees to deliver exceptional service while enriching every touchpoint of the customer journey.

One thing I find helpful is using tools that will make it easier for us to connect with our customers. For example, If the customer has difficulties using technology, we could make this easier by choosing a CRM tool that is easy to use and focused on managing data to provide the best experience.

La tecnología adecuada puede ayudar para generar experiencias en situaciones específicas de uso común, sin embargo la tecnología debe de ir de la manos con la posibilidad de contacto humano esto ayudará a que en caso alguna situación no haya sido aclarada por la tecnología propuesta podamos continuar con el proceso humanizado .

Choosing the right technology is critical for enhancing customer experience without losing the personal touch. In my experience, it's essential to opt for solutions that not only streamline operations but also enhance customer interactions. For instance, AI chatbots can handle routine inquiries efficiently, but they should be designed to recognize when a customer needs to speak with a human. Similarly, adopting omnichannel communication platforms can ensure consistency in customer experience across all channels, but it's vital to keep these interactions personalized and context-aware using technology to augment rather than replace human engagement.

Choosing the right technology for enhancing customer experience involves balancing innovation with your brand's identity and customers' needs. It's essential to assess each technology's advantages and limitations. For instance, self-service portals and mobile apps can streamline customer interactions, but ensure there's a straightforward path to human support. Similarly, while AI and analytics can personalize the customer experience, it's crucial to prioritize customer privacy and consent. The goal is to integrate technology that complements your service offerings and aligns with your brand values, ensuring technology enhances rather than detracts from the human elements of customer service.

Whatever technology you choose, it's critical to make it easy to use and intuitive. Ideally, you can gain data and insights as your customer engages with your product or service.

With numerous technologies emerging, selecting user-friendly options is paramount to avoid customer confusion. Accessibility to human support should also be ensured. While leveraging artificial intelligence, machine learning, or analytics can enhance and personalize experiences, respecting customer privacy and consent is crucial. Emotions are best conveyed through human interaction, so while technology streamlines operations and reduces costs, it's vital to maintain a human touch in customer interactions

Choosing the right technology amidst a sea of options is daunting. It's about aligning tools with your customer experience goals. From chatbots for quick support to CRM systems for seamless communication, tech should enhance, not overshadow, the human touch. Research, prioritize user-friendly platforms, and integrate seamlessly. In my experience, implementing a CRM system boosted client satisfaction by streamlining interactions and response times.

The technology that we select plays a critical part. Let's take the example of which channel to use to collect customer feedback: here it is important to select the channel which is the norm in the market, like whatsapp vs. Email vs. SMS. Then consider that the feedback follow up mechanism, does it call for a human intervention or just a chatbot or email would do. In this way, one could continue to balance the physical vs. Digital touchdowns.

A deep understanding of the user journey and the customer experience at each touch point is necessary when choosing technology. Once identified, the choice will vary depending on the user journey stage. For example, in customer support, common tech used are chatbots, human chat, or IVRs. These tools should be capable of being interconnected, allowing users to escalate from a chatbot to a human chat agent, or directing customers who call from an IVR to the chatbot. Also important would be to allow API integrations. This will help solve customer issues more efficiently and allow organizations to obtain enough data to get the whole picture of customers' problems, learn from them, and provide better services in the future.

While technology can automate certain tasks and streamline processes, it's the human element that adds warmth, empathy, and understanding to customer interactions. Therefore, investing in comprehensive training programs is imperative. Beyond technical skills, employees should be equipped with soft skills such as active listening, empathy, adaptability, and problem-solving. This enables them to engage authentically with customers, anticipate their needs, and provide personalized solutions that resonate on an emotional level.

Technology offers a myriad of opportunities to enhance CX. However, the role of technology is to complement the human touch rather than substitute it. While training personnel empowers them with necessary skills and knowledge, it is equally essential to integrate it with human empathy and emotional intelligence. This is essential for building trust, rapport, and loyalty which technology alone cannot replicate. On one hand, technology can build a vast data set on customer preferences and what drives them, on the other, trained personnel are essential for interpreting this data in the context of human emotions and behaviors.

Another thing I find helpful is training the staff on how to avoid developing "mechanic behavior" when communicating with the customers. For example, using technology to provide ready-to-send messages can sound robotic, and normally makes the customer frustrated. As helpful as using keywords to find an answer is, having the ability to empathize with those whom we're helping is a quality everyone should acquire, especially those who work as CS.

Technology alone cannot create exceptional customer experiences; it's the people behind the technology that makes the difference. In my view, training staff not just on the technical aspects of the tools and platforms but also on the importance of empathy and personal touch in customer interactions is crucial. Employees should be empowered to use technology to understand customer needs better and to personalize their responses accordingly. Encouraging staff to use insights gained from technology to enhance their interactions can create a seamless blend of efficiency and personalization.

Also, incorporating AI-driven insights can equip staff with a deeper understanding of customer behaviors and preferences, enabling them to anticipate needs and personalize service accordingly. However, it's crucial to balance these insights with the human element, encouraging staff to use this data to inform their interactions rather than replace them.

Usar uma ferramenta que permita ganhar escala e ainda personalizar a forma de atender seus clientes contribui para gerar uma boa experiencia. Porém uma ferramenta sem uma equipe bem treinada não é suficiente. Acredito que o potencial que a tecnologia dá somado ao poder de ter equipes multidisciplinares contribuem para a entrega de boas experiencias independente do ponto de contato.

Training your staff is crucial in leveraging technology to enhance customer experiences. It's important to equip your team with the necessary skills and knowledge to utilize technology effectively across various channels and platforms. This ensures consistent, seamless interactions with customers. Moreover, empowering your staff to apply their judgment and creativity in problem-solving and customer engagement is essential. Providing staff with real-time information, guidance, and feedback through technology, while also encouraging the use of emotional intelligence and interpersonal skills, creates a balance between automated efficiency and the human touch that customers value.

Training staff on how to use the technology is a given. I encourage expanding the training beyond just the toolset. Build knowledge across your team of the broader business and how the various groups come together to support your team and your customers.

Understanding your team's strengths and weaknesses is crucial. Segmenting staff based on their preferences and skills ensures optimal utilization. Avoid forcing technology on those uncomfortable with it; instead, empower them in areas they excel, such as interpersonal skills. Providing necessary training, tools, and support enables staff to deliver consistent, exceptional customer experiences across various channels. Additionally, empowering them to exercise judgment and creativity fosters effective problem-solving and delights customers

Understanding the customer experience of your technology is crucial to continuous improvement. If the technology helps you but makes it more difficult for the customer to engage with your company, you might reconsider the solution or the implementation approach. On the flip side, if your technology is improving your customer's experience, you'll want to do more of it!

It's crucial to continuously monitor and measure the impact of technology on customer experience. Tracking how technology influences customer satisfaction, loyalty, retention, and advocacy is essential. Utilize technology to gather and analyze customer data through surveys, ratings, reviews, or net promoter scores. Additionally, leverage technology to communicate and follow up with customers, whether it's expressing gratitude, offering rewards, or addressing concerns. This ensures proactive engagement and demonstrates a commitment to enhancing the customer journey.

Continuous improvement in customer experience necessitates ongoing monitoring and measurement. In my experience, leveraging analytics and feedback tools can provide invaluable insights into customer satisfaction and the effectiveness of your strategies. However, it's important to interpret this data with a focus on improving human interactions. For example, if the data shows a high drop-off rate at a certain touchpoint, consider whether a more personalized approach could improve engagement. Use technology to identify areas for improvement but always consider how changes will impact the human aspect of customer service.

1. Hay que utilizar herramientas analíticas que permitan rastrear y comprender el comportamiento del cliente en tiempo real, esto incluye el análisis de datos de interacciones pasadas, preferencias y comentarios, proporcionando información valiosa para personalizar futuras interacciones, comprendiendo las necesidades de los clientes. 2. Automatizar procesos permite que la monitorización de las interacciones puede identificar patrones repetitivos, y que el personal se enfoque en tareas más complejas y emocionales. - En conclusión, la monitorización y medición a través de la tecnología pueden ser clave para equilibrar la eficiencia operativa con la personalización y autenticidad en la experiencia del cliente. #CX #RG

Monitoring and measuring the impact of technology on customer experience is essential. It involves tracking metrics related to customer satisfaction, loyalty, retention, and advocacy to understand how technological tools are influencing customer perceptions and behaviors. Utilizing technology to collect and analyze data, such as through surveys, ratings, reviews, or Net Promoter Scores (NPS), provides valuable insights into customer needs and experiences. Additionally, leveraging technology to engage with customers—thanking them, rewarding them, or issuing apologies—helps maintain a dialogue and strengthens relationships to better serve customer needs and enhance their overall experience.

Monitoring is the key word here. When you think about it. Every team has a system/solution to monitor their business function. IT teams have infrastruture observability tools. Sales teams have opportunity forecasting systems and CRMs. Finance teams use systems to meticulously monitor cashflow. What do CX teams have today to monitor the largest data set that companies collect, the day-to-day interactions with their users? Nothing. Employing a customer observability solution provides CX teams with an aggregate view of what users are actually saying. This monitoring data is the richest by volume, insight, and the best indicator of customer experience.

Know that every customer comes with different level of technological awareness and usage background. You can build a technologically advanced tool, for e.g. customer feedback or grievance handling, but the absence of a simple, easy to digest visually clear instructions can become a deal breaker. Some users may still prefer conventional methods over seemingly advanced technology just because 'instructions were unclear'. A lot of this can come to light after the tech deployment and end usage, hence having a strong framework to monitor & measure the usage of the technology can give substantial insights. Plus, having the intel handy help build effective dialogue with the client, besides building substantial future use cases.

Tanto atendimento humano quanto automatizado precisam sem acompanhados e medidos através de KPIs bem definidos que possam indicar o nível de satisfação, fidelização e retenção do cliente. Ex: % clientes que abandonaram, % clientes que transbordaram para o humano, % clientes que foram retidos, CSAT, NPS, etc. No Brasil também é muito importante acompanhar a reputação da empresa em sites como Reclame Aqui e Consumidor.gov. Para além dos KPIs, a supervisão do time deve sempre entrar em contatos com alguns clientes escolhidos aleatoriamente para ouvir deles próprios os feedbacks. Por fim, os KPIs e feedbacks dos clientes devem ser levados às áreas de negócio para que possam atuar nas melhorias.

Dynamic customer behavior is inevitable. Keeping up with the market competition by constantly iterating. The continuous iteration help brands to adjust strategy winning the market share. Getting this constant real-time monitoring should be followed up by action. Again, having a simple-logical process also synergize the monitor & measurement step. Customer behave at the speed of light impacting others, having a good CX-management process, trained personnel is at the top of why brands need to monitor and measure

By fostering a culture of innovation and experimentation, businesses can encourage employees to explore new ideas, test hypotheses, and iterate on existing processes. Cross-functional collaboration and knowledge-sharing play a crucial role in this process, bringing together diverse perspectives and expertise to drive meaningful change. By staying agile and responsive to evolving customer needs and market dynamics, businesses can stay ahead of the curve, delighting customers with experiences, and solutions.

Innovation is key to staying ahead in providing top-notch customer experiences. In my experience, this means continuously exploring new technologies and methodologies that can enhance the customer journey. However, every innovation should be evaluated not just for it's efficiency but for it's ability to improve human interactions. For instance, incorporating VR/AR to provide immersive product demos can be exciting, but it should be complemented with opportunities for personal engagement with your team ensuring that the technology enhances rather than replaces human connections.

Contrary to the notion that the adoption of technology will make customer interaction less humanized, the reality is that the more the technology is embedded in customer support experience, the more will be the satisfaction of the customer. If Gen AI suggests the best possible response to an irate customer or AI pairs the best agent and customer together or data science provides a complete CLTV of a customer, better and focused solutions may be provided quickly.

The fifth step involves innovating and continually improving your utilization of technology in customer experience. Given the dynamic nature of technology and evolving customer expectations, staying ahead of the curve is imperative. Experimentation with new ideas and solutions is crucial for enhancing and distinguishing the customer experience. Leverage technology for researching industry best practices, trends, and innovations, while also fostering collaboration and co-creation with customers, staff, and partners. This iterative approach ensures ongoing refinement and adaptation to meet changing market demands and customer needs.

Innovate and improve by staying abreast of evolving technology and shifting customer expectations. Continuously adapt to market changes and customer needs, experimenting with new ideas to enhance the customer experience. Leverage technology for research, benchmarking against best practices, and tracking industry trends. Importantly, use technology to foster collaboration and co-creation with customers, staff, and partners, ensuring your customer experience remains cutting-edge and distinct.

Inovar e melhorar continuamente a aplicação da tecnologia na experiência do cliente é uma jornada que exige um equilíbrio entre adaptação rápida, experimentação ousada e colaboração ativa. As empresas que conseguem navegar nesse equilíbrio, mantendo sempre o cliente no centro de suas inovações, estão bem posicionadas para oferecer experiências que não apenas satisfazem, mas também encantam e fidelizam os clientes.

To stay ahead in providing exceptional customer experience, I continuously adapt to evolving technology and shifting customer expectations. My unique strategy involves deploying artificial intelligence to personalize interactions without losing the human touch, ensuring each customer feels uniquely valued. I'm committed to innovating and improving by researching industry trends and leveraging technology for benchmarking best practices. Importantly, I engage in experimenting with new solutions to enhance our service. Collaboration with customers, staff, and partners through technology is crucial for co-creating value and differentiating our offerings, ensuring we meet and exceed the dynamic needs of our market.

In our dynamic digital landscape, adapting to evolving customer expectations is paramount. Embracing innovation fuels this evolution. Whether integrating AI-driven personalization, providing augmented reality experiences or exploring cutting-edge communication channels, innovation injects vitality into customer experiences. Embrace innovation to meet shifting customer demands. Experiment with emerging technologies and communication avenues. Remain agile to swiftly adapt to changing preferences and technological advancements. I've witnessed firsthand the impact of innovation on customer experiences. By embracing new strategies, businesses not only differentiate themselves but also create enduring impressions on their customers.

Stay ahead of the curve by continuously exploring new ways to use technology in enhancing customer experience. But, innovation should always be grounded in enhancing real, human interactions. It’s about being bold in your technological choices but anchored in the human experience.

Finding the delicate balance between technology-driven efficiencies and human-centric experiences is paramount. While technology can automate routine tasks and amplify operational efficiencies, it's the human touch that adds depth, empathy, and authenticity to customer interactions. Rather than viewing technology as a replacement for human interaction, businesses should leverage it as an enabler, empowering employees to deliver more personalized, meaningful experiences. This requires a strategic integration of technology across all touchpoints of the customer journey, ensuring that every interaction feels seamless, intuitive, and human-centric.

Absolutely agree with this point. Striking the right balance is critical to ensure you don't turn your customer off. All automation all the time can be extremely frustrating. Sometimes, the human touch is where the value is.

To enhance customer experience without sacrificing the human touch, businesses can leverage technology by personalizing interactions through data analytics and AI, ensuring seamless omnichannel support with a blend of chatbots and human agents, analyzing feedback for actionable insights handled by humans, empowering employees with efficient tools, hosting virtual events with authentic interactions, and maintaining transparent communication about changes or issues. This balance allows for efficient and personalized experiences without compromising authenticity and empathy of human interactions.

Customer trends change so rapidly! So using technology as simple as data visualization tools or creating dashboards can help in determining factors affecting customer experience & can empowers your team to work more efficiently to delight customers. Also, understanding how to leverage technology without overdoing it (losing the human touch) depends on the use case, user segment and the industry. However, strategizing according to industry trends and customer needs can help businesses make the distinction between customer satisfaction and customer delight!

For emotional touch points (those that truly require a human connection with empathy), you can infuse technology and AI to support the frontline instead of becoming the interface. For example, instead of using a chatbot (customer interface), you could leverage Artificial Intelligence to actively support the agent to provide faster and better answers to customers.

Leadership needs to be understand that CX technology is not deployed so that you don't have to talk to your customers. It's designed to streamline processes and offload pedestrian issue so you have the time and resources needed to talk the customers that need a human touch. Chat bots can respond faster to be sure, but your customers need an easy offramp to a real person if they need one. They should not be forced to yell "representative" or "agent" into their phone, or type it repetitively in the chat in order to be transferred. You customers should be free to choose the mechanism for their conversation. If customers are angry and frustrated by the time your human representative engages with them, then your technology is failing.

Maintaining a balance between technology and human touch is perhaps the most crucial aspect. In my experience, this balance is achieved when technology is used to handle routine tasks and gather insights, allowing human staff more time to focus on providing personalized and empathetic service. It's about leveraging technology to enhance human interactions, not replace them! Ensure that your team is always accessible and that technology is used to enhance the quality of interactions, making each customer feel valued and understood on a personal level.

Over emphasizing the use of technology believing it will enhance the customer experience is an overkill from the start. 1. You might have a top notch tool leveraging AI to transcribe call in real time with sentiment analysis but if your AI powered bot frustrated the customer by getting them a human on line after waiting too long, its a half lost battle already for that agent! 2. Your top notch CX platform captures feedback in real time but if you have difficulties in assigning actions across to different users/teams and tracking real time progress, it defeats the purpose of addressing customer issues! Technology should only be leveraged as an 'enabler' to help humans enhance the CX - be it your contact centre, frontline or last mile folks.

Here's one way to do this: Give customers choices in how they communicate with you. Offer both tech-based options and direct human interactions. Let them decide between automated responses and talking to a real person based on what they're comfortable with.

Certainly, involving our team members in the process of enhancing and tailoring tools to meet their needs is essential for fostering a collaborative and productive work environment. By actively seeking input and suggestions from our team, we can ensure that the tools we implement are effective and aligned with their workflows and preferences. This could involve collecting feedback through various channels such as team meetings, one-on-one discussions, or anonymous surveys to gather diverse perspectives. Moreover, it's crucial to establish user feedback mechanisms or conduct periodic surveys to continuously gather insights and ideas for improvement.

Understand why customers get in touch… some can easily be dealt by technology but some even if it can be dealt by tech are better off being handled by a human being to ensure that the emotional connection doesn’t get eroded. Today we are too quick to want to send our customers into a self service loop and this is where AI will play a big role in the near future because regardless of the need, the sentiment analysis will allow for better decision of the interaction routing: tech or human…

One effective approach to enhancing customer experience through technology is by integrating it to support and empower human interaction. Instead of seeking to replace human interaction, technology should be employed to complement it, enabling employees to engage more effectively, efficiently, and proficiently with customers. This ensures that the human touch remains central to the customer experience while benefiting from technological advancements to expedite issue resolution and improve overall service quality.

An important preliminary question to understand is when when should you use technology to improve the customer experience. If you try to implement technology without knowing the purpose, your implementation will fail. So what are the when's that make sense? 1. When you have a process. If there is something in someone's head that the whole organization should know about, technology is a great way to disseminate it. 2. When information is getting lost or the customer experience is starting to suffer from the existing way of doing things. 3. When you are expanding your team. Technology is a great way to help new team members upskill quickly.

Always look for ways to exceed expectations and forge meaningful connections that resonate on a personal level with your customers. Consider the unique and often unspoken elements that contribute to customer satisfaction. Beyond the structured steps, think about the emotional journey of your customers. Reflect on moments that have deeply impacted them, whether through exceptional service, unexpected delights, or personalized attention that made them feel truly seen and valued. Sharing real-life stories of customer interactions that left a lasting positive impression can offer invaluable insights. These narratives not only humanize the brand but also serve as powerful reminders of the impact thoughtful customer experience design can have.

Please don't try to automate everything from Day 1. There are some scenarios where automation fails to identify new opportunities or induce additional frustration from customers who feels isolated or unable to reach a 'human'. There must be a healthy balance that allows customers the flexibility to feel they are gaining value from automation.

Something this article hasn't covered, is the importance of mapping the key journeys you are considering for technology-driven experiences. Knowing what customers are looking for at each touchpoint will guide you in deciding whether it is eligible for a tech solution or if human touch is needed to deliver the customer wants and needs. For example, where ease and speed are the primary drivers of a good experience, technology may be beneficial. However, where empathy is the driver of a good experience, you are best to keep this as a high touch human touchpoint.

En mi experiencia, trabajar con los clientes que no están del todo contentos ha sido una mina de oro de aprendizajes; los clientes insatisfechos tienen mucho que decir, y escucharlos puede ser muy valioso. Ten una charlar con ellos, en una entrevista sin guion, para entender qué es lo que realmente valoran en la atención al cliente. Esta conversación abierta te permitirá captar sus necesidades y preferencias de una manera más auténtica, ayudándote a ajustar tu estrategia tecnológica para mejorar su experiencia sin dejar de lado ese toque humano que tanto apreciamos todos.

Technology should NEVER replace the human touch. Organizations who try to leverage technology to save on payroll always end up failing the customer. They step over a proverbial dollar to pick up a penny. We’ve all been there — using the automated secretary to “best assist” our problems. We all know the fury and anger whenever we hear the automated voice say “in a few words, describe your issue and I’ll try to connect you”. Technology should empower internal teams so that customers will want to spend MORE money; not put hoops for them to jump through.

The very first step is to run a journey mapping exercise to identify all the main touch points / interactions between a customer and your brand. Once done, bucket those touch points into two categories: emotional interactions and transactional interactions. Emotional ones require a human touch, empathy, complex analysis. Transactional ones require speed and efficiency. Anything that falls into the transactional bucket can be automated, powered by technology with low to no risk. Anything that falls into the emotional bucket is more touchy and technology should be used with special care.

Estamos muy cerca de empezar a valorar la atención de un humano como nunca antes; sin embargo lo que queremos en el mejor de los casos es no tener ni la necesidad de pedir ayuda xq existe lq expectativa de que las empresas esten dos pasos adelantes cubriendo dudas o necesidades de manera automatizada y con una clara comunicación. Considero que con las automatizaciones nos permite redirigir los recursos para cuando los clientes busquen resolver con la atención de un humano y no un bot o la IA; tener en cuenta que la mayoría de las veces los clientes buscan ser escuchados ante una frustración, por lo tanto dale la opción de elegir.. lo valorará.