Fueled by the rise of artificial intelligence (AI), organizations are now integrating a new kind of workforce; one that isn’t human, but incredibly capable. Meet agentic AI, an intelligent digital teammate designed to make autonomous decisions, execute tasks, and collaborate alongside human agents.

This isn’t about replacing people. It’s about evolving how work gets done. And it’s happening faster than you might think.

Digital Teammates, Not Just Tools

Agentic AI is more than a support bot or knowledge assistant. It’s a system with agency, the power to act independently toward a goal. These AI agents can assist, co-pilot, or even fully complete customer service tasks, depending on the use case.

Whether surfacing real-time knowledge to a human agent or independently resolving password resets and refunds, agentic AI is designed to drive outcomes while integrating seamlessly into the contact center environment. It’s not just doing tasks, it’s reshaping roles.

Rethinking the Frontline: A New Operating Model

With this new teammate on the floor, it’s time to revisit the operating model. The future of contact centers will depend on how effectively AI and humans can work together. That means defining clear collaboration patterns:

• AI Assist: AI supports the agent with suggestions or workflows.

• AI Lead, Human Review: AI does the heavy lifting, but agents approve key decisions.

• AI Complete: AI independently resolves simple, repetitive issues.

Mapping these models across your contact landscape builds trust, clarifies responsibilities, and helps both AI and humans shine in their strengths.

Redefining Human Roles

As AI takes on more routine work, the human role becomes more critical, not less.

Agents are freed up to focus on emotionally complex or high-stakes interactions. They become the empathy engines and strategic problem-solvers of the contact center. But to thrive in this new model, their roles must evolve.

Upskilling is essential. Think training in:

• AI literacy

• Emotional intelligence

• Data fluency

• Critical thinking

• Collaboration with AI tools

New roles will also emerge: AI operations manager, conversation designer, governance lead. Investing in these areas isn’t optional. It’s table stakes for brands that want to stay competitive.

Cultural Shift Required

Let’s be honest: AI can feel threatening to frontline employees. And when fear enters the conversation, adoption stalls.

That’s why a substantial change leadership plan is essential. Integrating agentic AI is not a tech upgrade; it’s a cultural transformation. Transparency, inclusion, and communication must be front and center.

Leaders should actively:

• Involve employees early

• Clarify role changes

• Offer reskilling pathways

• Create space for feedback

• Celebrate AI-human wins

When employees are part of the process, they become advocates instead of skeptics.

Governance Matters

With power comes responsibility. Autonomous AI systems must be governed carefully, with ethical guidelines, escalation protocols, and human-in-the-loop controls in place.

Ask yourself:

• What are our guardrails for AI autonomy?

• Who’s accountable if something goes wrong?

• How are we protecting data privacy and compliance?

• What metrics will we use to track trust and performance?

Don’t just launch AI, monitor it. Improve it. Keep it aligned with your values.

Pilot. Learn. Scale.

Before transforming your entire contact center, start small.

Run pilot programs with measurable use cases. Monitor performance, gather feedback from agents and customers, and adjust your approach. Use this as a test-and-learn period to refine your AI-human model before scaling.

Start by evaluating:

• ROI potential

• Workflow complexity

• Employee readiness

• Customer impact

According to Gartner, agentic AI could autonomously resolve 80 percent of customer service issues by 2029, reducing operational costs by 30 percent. That’s not a futuristic dream, it’s a near-term opportunity.

Is Your CX Team Ready?

Agentic AI doesn’t just automate, it redefines how we deliver care at scale.

Done right, it protects the customer experience while unlocking new levels of efficiency, consistency, and growth. But to capture its full potential, you’ll need more than a shiny new tool. You’ll need a vision, a roadmap, and a team ready to lead change.

Because CX is won or lost on the frontline, and the frontline is being transformed.

Want to dive deeper into the strategy behind agentic AI? Read the full article in July’s issue of CX Insight magazine for expert insights, practical frameworks, and real-world examples of brands embracing this emerging technology.

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Why Loyalty Matters: The ROI of Loyalty 

Investing in emotional connection and building genuine loyalty pays dividends. Loyal customers are more likely to: 

• Repeat purchase: They return for more, driving sustained revenue growth.   
• Spend more: They’re willing to pay a premium for the value and experience you provide.
• Advocate for your brand: They become your biggest fans, spreading the word and attracting new customers.   
• Provide valuable feedback: They’re invested in your success and offer insights to help you improve.

But what if our understanding of loyalty is fundamentally flawed? What if we focused on building genuine, enduring, value-building relationships with our customers instead of chasing fleeting satisfaction? Relationships that make them feel smart about their decision to do business with our brand.   

The Illusion of Satisfaction 

For years, the prevailing wisdom has been that exceeding customer expectations is the key to unlocking loyalty. However, research from the authors of The Effortless Experience (Dixon, Toman, & DeLisi) began to challenge that notion by revealing a startling truth. There’s virtually no difference in loyalty between customers whose expectations are merely met and those whose expectations are exceeded. This suggests that “delight” is an unsustainable and inefficient strategy for fostering true loyalty. 

Instead, these researchers’ initial findings indicated a strong correlation between reduced customer effort and increased loyalty. Simply put, the easier customers interact with your company and resolve their issues, the more likely they are to remain loyal. This highlights one critical shift in focus: from exceeding expectations to eliminating friction. 

Beyond Transactions: The Value of Advice 

Loyalty is not simply a byproduct of repeat purchases or reward programs. It’s a deep-seated commitment that transcends transactions. Additional research by Qiao, Yin, and Xing published in Frontiers in Psychology found that loyalty is cultivated when customers perceive genuine value in their relationship with your brand. This value extends beyond the product or service and encompasses the entire customer experience.    

Creating an “Advise” stage in your customer support interaction framework is a powerful way to build this value. By offering proactive, personalized advice and guidance after solving their initial question, you demonstrate your expertise and commitment to customer welfare. This approach solidifies relationships and positions your brand as a trusted partner, not just a vendor. 

Emotional Resonance: The Missing Link 

While increasing perceived value and delivering effortless experiences are essential, they are not the sole drivers of loyalty. Emotions play a pivotal role in shaping customer perceptions and behaviors. Research from Harvard Business Review indicates that meeting customers’ emotional needs fosters a stronger connection and enhances loyalty.   

Following The Effortless Experience, DeLisi’s further research concluded that customer loyalty is not about your company, brand, or product. People are not loyal to companies, brands, or products; they’re loyal to how choosing companies, brands, or products makes them feel about themselves. 

This means going beyond transactional interactions and creating experiences that resonate emotionally. Whether through personalized communication, acts of kindness, or demonstrating shared values, tapping into customer emotions can be a powerful differentiator in a crowded marketplace. 

Challenging the Norms: A Proactive Approach to Loyalty 

Building true loyalty requires a shift in mindset. It’s about moving beyond short-term gains and focusing on cultivating long-term relationships. Here are some key takeaways for customer service and support leaders: 

• Prioritize Effortless Experiences: Streamline processes, eliminate friction points, and empower customers to self-serve.
• Embrace the Power of Advice: Provide proactive, personalized guidance demonstrating your expertise and commitment to customer success.   
• Acknowledge and Validate Emotions: Show empathy, listen actively, and respond to customer concerns with genuine care and understanding.

Conclusion: The Age of the Customer

In the age of the customer, loyalty is no longer a passive outcome of satisfaction. It’s an active pursuit that requires a deep understanding of customer needs, motivations, and emotions. By challenging the traditional norms and embracing a more proactive, relationship-centric approach, we can cultivate genuine loyalty that drives sustainable growth and strengthens our brands for years to come. 

This article was written by guest contributor Brett Frazer, Customer Experience Expert. Brett is a customer and employee experience executive with 18+ years in customer experience success, leading teams and organizations delivering world-class operations. 

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Arc’teryx has positioned itself at the forefront of innovation and sustainability. At the heart of the brand’s mission is crafting a pinnacle guest experience that transcends the traditional boundaries of retail and brand interaction. Pitsch articulated a bold vision, emphasizing a deep connection with the mountain community that forms the core of Arc’teryx’s identity.

This connection is not just a backdrop but a driving force behind the brand’s commitment to its guests, ensuring that every interaction is rooted in authenticity and shared values. A commitment to circularity and sustainability guides Arc’teryx’s approach to customer experience.

He also highlighted the innovative strategies Arc’teryx employs to embed circularity into its operations, aligning with the brand’s overarching goal to “Leave It Better.” This philosophy is about minimizing impact and actively contributing to a more sustainable future, a message that resonates deeply within the mountain community and beyond.

Empowering Culture

His keynote illuminated the importance of an empowering culture within and outside the organization. Pitsch underscored the symbiotic relationship between the internal and external communities, asserting that “meeting them where they are” is fundamental to crafting genuine and impactful guest experiences. This perspective is a testament to Arc’teryx’s belief in the interconnectedness of people, products, and the planet.

For customer experience leaders, Pitsch’s presentation offers inspirational and actionable takeaways. Arc’teryx’s journey underscores the importance of being deeply rooted in your community, understanding its nuances, and engaging with it in meaningful and transformative ways.

The brand’s commitment to circularity and sustainability is a powerful blueprint for integrating environmental stewardship into the fabric of customer experience.

Key Highlights of Dave Pitsch’s Keynote Address

• Deep Connection with the Mountain Community: Arc’teryx’s unwavering commitment to its roots in the mountain community is the foundation of its guest experience, fostering a sense of authenticity and shared passion.
• Sustainability and Circularity: The presentation underscored Arc’teryx’s innovative approaches to sustainability, particularly its efforts to embed circularity in its operations, aligning with the goal to “Leave It Better.” The brand’s ReBIRD^™ platform is designed for circularity – the home for all of Arc’teryx’s initiatives in care and repair, resale, and upcycling.
• Empowering Internal and External Communities: Emphasizing the importance of empowering culture, Pitsch highlighted the interdependence of internal and external communities, suggesting that fostering a positive internal culture is key to delivering exceptional external guest experiences.
• Authentic Engagement: Arc’teryx’s emphasis on meeting the community “where they are” reflects its commitment to genuine engagement, understanding, and respect for its audience’s nuances.

In summary, Pitsch’s keynote at CRS highlighted Arc’teryx’s pioneering efforts in redefining the guest experience. It inspired leaders to embrace innovation, sustainability, and community engagement as pillars of their strategy. As we look to the future, the lessons from Arc’teryx’s journey are clear: genuine connections, a commitment to the environment, and an empowering culture are the keystones of a remarkable customer experience.

Thank you to Arc’teryx and Dave Pitsch for his leadership, participation, and insights.

Registration for CRS Palm Springs is now open. Join us September 24-26, 2024, for a dynamic in-person Summit tailored for leaders shaping the customer experience landscape in their organizations. This gathering is about fostering learning, sparking inspiration, and forging meaningful connections with your fellow CX visionaries in an inclusive and collaborative setting.

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Recent surveys indicate that only 15 percent of consumers express high satisfaction with the self-service options provided by businesses today. The challenge is clear: meeting and exceeding consumer expectations in the realm of self-service.

Enter the era of intelligent virtual assistants and BrandGPT, a transformative AI architecture pioneered by innovative platforms like Knowbl. Instead of focusing on the brand, let’s delve into the broader trends reshaping the customer service landscape.

The paradigm shift toward self-service isn’t just about cost reduction for businesses; it’s about meeting evolving consumer expectations. As we navigate this dynamic landscape, it’s crucial for businesses to understand the key factors influencing the future of customer engagement.

Understanding the Self-Service Dilemma

Consumer dissatisfaction with current self-service options highlights the need for innovative solutions. Rather than solely promoting products, businesses should explore the untapped potential of leveraging AI to enhance customer experiences.

The Role of AI in Crafting Next-Level Experiences

Embracing a customer-centric approach, AI-powered virtual assistants are emerging as game-changers. These intelligent companions, trained on diverse brand content, offer clarity throughout the customer journey. Knowbl’s BrandGPT, for instance, transforms the customer experience by delivering intelligent responses tailored to each phase of the journey.

Addressing Chatbot Concerns

The pitfalls of irrelevant responses from chatbots are well-documented. Such as in a recent case where an AI assistant for a car dealership in California ended up pointing customers in the direction of their competitors. However, the solution lies in training AI models on the brand’s authentic content. By making the brand’s information fully accessible through AI, businesses can provide relevant self-service intelligence with speed, ease, and scalability.

Reducing Operational Costs and Boosting Revenue

The integration of AI, particularly platforms like Knowbl, isn’t merely a customer-centric strategy; it’s a strategic move that holds the potential to revolutionize a company’s operational landscape. Beyond the realm of enhancing customer satisfaction, the impact extends to the very core of business operations.

1. Operational Efficiency Through Streamlined Setup:

Knowbl’s unique self-learning AI model is a game-changer in the realm of operational efficiency. Unlike traditional AI engines that often require months of intensive training, Knowbl’s approach is characterized by an effortless setup. The platform eliminates the steep learning curve, requiring only a data source such as a website URL or knowledge base. This not only accelerates the deployment of AI-powered solutions but also significantly reduces the associated operational costs.

2. AI-Powered Conversational Solutions Across Channels:

Once trained, Knowbl provides AI-powered conversational solutions that seamlessly integrate across a brand’s digital channels. This comprehensive accessibility ensures that the benefits of AI-driven efficiency extend to various touchpoints of customer interaction. Whether it’s through a website, mobile app, or social media, the consistent and intelligent assistance enhances user experience, driving operational efficiency and reducing the need for extensive customer support teams.

3. Strategic Cost Reductions Through Automated Processes:

The strategic implementation of AI, such as Knowbl’s BrandGPT, facilitates automated processes that contribute to significant cost reductions. By automating routine tasks and responses, businesses can redirect human resources towards more complex and value-driven activities. This not only optimizes the allocation of human capital but also generates cost savings by minimizing the need for extensive manual interventions in customer interactions.

4. Scalability: A Path to Revenue Growth:

Scalability is a pivotal aspect of Knowbl’s AI architecture. The ability to handle a growing volume of customer interactions without a proportional increase in resources positions businesses for scalable growth. As operational efficiency improves, the potential to accommodate a higher volume of transactions, inquiries, and engagements becomes a catalyst for revenue growth. The platform’s unlimited scalability ensures that businesses can adapt and thrive in dynamic market conditions.

In essence, the reduction of operational costs and the boost in revenue aren’t isolated outcomes of AI implementation; they are interconnected facets of a strategic transformation. Knowbl’s commitment to simplicity, accessibility, and scalability lays the foundation for businesses to not only meet but exceed their operational and revenue objectives through the efficient deployment of AI-driven solutions.

Mitigating Risks with Innovative Features

As businesses embark on the journey of integrating AI into their operations, it’s crucial to address and mitigate the associated risks effectively. Platforms across the industry are introducing innovative features to ensure a smooth and risk-free experience, making AI more accessible and adaptable to diverse business needs.

1. Contextual Enhancement and Low-Code Accessibility:

To tackle the challenges often associated with generative AI, cutting-edge platforms are introducing features like contextual enhancement. These features automatically add context to a brand’s content, ensuring that AI interactions remain relevant and aligned with user expectations. Additionally, the rise of low-code options is reshaping the landscape, allowing teams without extensive coding abilities to deploy and manage AI assistants effectively. This democratization of AI empowers businesses to harness its potential without being hindered by technical limitations.

2. Dynamic Content Updates and Gap Filling:

One of the evolving strengths of AI-driven virtual assistants lies in their adaptability. Innovative platforms recognize the importance of easy content updates and gap filling as users interact with AI assistants. Businesses can now seamlessly update content, refine responses, and fill knowledge gaps as they discover them. This dynamic approach ensures that the AI remains responsive and relevant, reflecting real-time changes in user needs and industry trends. The ability to refine and adapt AI models without extensive technical expertise promotes agility in response to evolving business requirements.

3. Sandbox Testing for Risk-Free Deployment:

A critical aspect of risk mitigation is the introduction of sandbox testing features. Before AI solutions go live, businesses can leverage sandbox environments to test and fine-tune functionality. This allows teams to observe how the AI will perform in real-world scenarios, identify potential issues, and make necessary adjustments. The risk-free deployment approach ensures that businesses can confidently integrate AI into their operations without the fear of unforeseen complications.

4. User-Friendly Interface for Seamless Interactions:

Innovation extends beyond the technical aspects of AI platforms; it encompasses user interfaces designed for seamlessinteractions. Platforms are prioritizing user-friendliness, ensuring that team members across various departments can easily engage with and manage AI assistants. This accessibility minimizes the learning curve associated with AI deployment, fostering a collaborative environment where non-technical stakeholders can contribute to the success of AI initiatives.

The landscape of AI risk mitigation is evolving, with a focus on accessibility, adaptability, and user-friendly interfaces. By leveraging features such as contextual enhancement, low-code accessibility, dynamic content updates, and Sandbox testing, businesses can navigate the AI landscape safely. These innovative approaches not only mitigate risks but also empower businesses to unlock the full potential of AI without the need for extensive technical expertise.

Empowering Customers to Discover, Learn, and Convert

In the decision-making process, consumers seek relevant information. Knowbl’s virtual assistant becomes an invaluable ally in helping customers discover, learn, and convert by tapping into the wealth of information available.

In conclusion, the future of customer engagement lies in harnessing the power of AI for self-service solutions. By understanding industry trends, businesses can position themselves as leaders in providing intelligent, customer-centric experiences.

Guest post written by Abby Nichols, Marketing at Knowbl.

To learn more about AI in self-service go to: www.knowbl.com

Knowbl provides a patented AI virtual concierge platform, optimized to be the fastest time to answer for inquiries and customer transactions. Our businessuser-friendly platform is simple and intuitive, enabling departments and businesses to give accurate support more efficiently and effectively.

Knowbl will be joining our Tech Forum at Customer Response Summit (CRS) in Tucson on Wednesday, March 13, 2024, to discuss Mastering the Lifelong Customer Conversation Across Channels in 2024 and Beyond. Learn more about CRS Tucson here.

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10. The 5 Minutes of Brilliance Presentations

These bite-sized presentations were so beloved, many attendees asked for more at future events (we’re working on it!).

Andy Yasutake of LinkedIn and Mark Killick of Grubhub did an excellent job of breaking down their respective topics—Andy spoke about how LinkedIn worked on customer service request surges, and Mark spoke about using business intelligence to improve operations. We’re still thinking about their talks.

9. The Case Studies

One thing we’ve heard again and again is that our community craves presentations on what real companies do to move the customer service needle. At CRS Charleston, there were many breakout sessions to choose from. The topics represented leaned to digital and AI concerns, but they were varied enough to make the sessions useful to everyone:

• -BOTs, Speech, and Humans – Seamlessly Balanced
• -CX Measurement for the Ever-Connected Customer
• -Are You Ready? This is the Year of Consumer Messaging & Bots
• -Scaling True to Yourself
• -The Future of Customer Service is Here. Are you Ready?
• -Expanding Customer Conversations Over Digital Channels
• -University of Pittsburgh Medical Center Health Plan Delivers A High Touch, High Tech Customer Experience

8. The “Networking” Event

There’s no better way to make new connections than at our social events. The evening at Prohibition combined a 1920s-themed party with networking. Friendships and business relationships were formed—or cemented—by the night’s end.

7. The CXMB 2017 Corporate Edition Results

Every CRS Charleston attendee received a copy of the full report in their welcome packet, and COPC Inc.’s Judi Brenstein, Balsam Brands’ Caroline Tuan, Sweetwater Sound’s Salena Scardina, and Grubhub’s Mark Killick explored the real-world implications of the CXMB 2017 Corporate Edition.

Here are some highlights:

• -82% of corporate leaders feel their organization meets the customer service needs of its customers, while only 40% of consumers do
• -Just 61% of executives believe their company offers support in all the channels their customers want to use
• -Metrics CX senior leaders are using to measure success include CSAT (77%). NPS (67%), Customer Effort (28%), and Other (10%)

These kinds of benchmarking results let our community know where they’re ahead, on pace, or falling behind as compared to their peers. Hearing from other executives is one of the hallmarks of EITK events, and this report is one of the most valuable pieces of content we (in partnership with COPC) create and distribute.

From left: Judi Brenstein, Caroline Tuan, Salena Scardina, Mark Killick

6. The Keynotes

The list of keynotes was an all-star roster of corporate America’s best:

• -Scott Emmons, Head of the Innovation Lab – Neiman Marcus
• -Doug Woodard, SVP of Customer Channels for US Card Customer Experience – Capital One
• -Michele Watson, Senior Vice President of Client Success – Indeed
• -Wanny Manasse, VP of Customer Care – T-Mobile

Every one was packed full of imaginative strategies and tactics from companies that have customer experience at their core. The speakers brought us back to what we’re all passionate about: serving our customers better.

5. The Tour

Not everyone was able to make the tour of T-Mobile’s Charleston facility, but those who did will likely never forget it. The operation itself was impressive—1,300 seats—and the welcome was incredible. The employees we met serenaded us with songs they wrote just for us! The T-Mobile center was built with employee engagement in mind. The culture and heart of the center was undeniable. There were many areas where employees could relax and enjoy their workplace and build community. Hats off to T-Mobile for a tour that will be hard to top.

4. The Focus on Employees

It’s one of the bedrock principles of CX that employee engagement drives customer satisfaction. It’s also one of the hardest areas to get right. Airbnb’s presentation (not pictured) and the panel with (from left) Beth Linthicum of Aetna, Christopher Swisher of Bayer, and Jackie Craver of Nintendo gave new life to this topic, covering the challenges and presenting clever solutions.

3. The Food

The South has a reputation for providing good food, and CRS Charleston delivered on that promise. Savory options like the oyster shucking embraced local cuisine, but it was the dessert options that really shone. From the Italy-inspired lunch, to the ice cream sundae buffet, to the special cookies in a breakout session, there were enough options to satisfy every sweet tooth.

2. The Innovations Lab

Some of the most enlightening conversations at CRS Charleston took place in the Innovations Lab, where service partners and corporate brands mingled. Having knowledgeable providers available to demonstrate their products and talk about use cases was a big win for corporate leaders in search of solutions.

1. The Real-World Examples

Our pick for the most enlightening, inspiring, and thought-provoking aspect of CRS Charleston? The many real-world illustrations of customer service concepts. These examples in the presentations and breakouts spoke to how the most innovative companies demonstrate their passion for CX, every single day. We were particularly energized by:

• -Neiman Marcus’ memory mirror
• -T-Mobile’s smart approach to customers switching channels
• -Airbnb’s customer care centers tailored to their locations
• -Indeed’s orange chair to represent the customer at meetings
• -Capital One’s empathetic response to missed payments

More Highlights to Come in Fall 2018

CRS Charleston had too many highlights to name them all, but CRS Marina del Rey (Sept. 10-12, 2018) will up the stakes even more. We hope you’ll join us!

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PHOENIX, AZ. – (February 12, 2018) – Community of customer experience leaders, Execs In The Know, have announced the details for four Artificial Intelligence (AI) Briefings they will host in 2018. The Execs In The Know AI Briefings will make stops in Boston, MA; Atlanta, GA; Chicago, IL; and Seattle, WA, over the course of the year.

Here are the official dates and locations:

– Boston, MA: February 13, 2018

– Atlanta, GA: May 3, 2018

– Chicago, IL: August 16, 2018

– Seattle, WA: October 18, 2018

Each event is an opportunity to discuss how AI is impacting service strategies, with other care leaders that are looking to maximize their strategy or implement it. Each day will feature a candid Q&A session with a panel of AI Solution Providers, followed by a Corporate only discussion. There will also be an Innovations Lab, allowing attendees to see live applications of how AI is working to improve CX, in different channels and processes, with various solution providers. Networking, as well as discussion around challenges experienced, solutions, best practices, or innovations as it pertains to AI for customer service, will also be valuable takeaways.

To learn more about these events and how to register, visit the events section of the Execs In The Know website:  https://execsintheknow.com/events/.

About Execs In The Know

Execs In The Know is a global community of customer experience professionals, from various industry verticals, all focused on the same thing – excellence in customer service and experience. Execs In The Know gives brands a platform to share and gain insights, benchmark their brand, stay on top of the latest trends in CX, and create lasting relationships with their peers – “Leaders Learning From Leaders.”

Execs In The Know holds their national event – Customer Response Summit – twice a year (in the Spring and Fall), giving executives the opportunity to connect face-to-face. They also hold a number of other live regional events throughout the year including Subject Matter Briefings (on topics like social media, AI, SMS, outsourcing, etc.), Lunch & Learns, Workshops, and EITK Dinners. The community is able to stay engaged long after the events come to an end through industry content and thought leadership, webinars, reports, and various social communities.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

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The following is a guest blog post from Greg Sherry, Vice President Marketing at Verint. For more information about Verint, visit their website. 

Thank you for taking part in Verint’s interactive general session at Customer Response Summit Las Vegas called “Customer Engagement LIVE!”  where we broke into discussion groups for interactive discussions and summary read back presentations. Here are some of the recommendations we heard from the groups as part of the breakout group notes and read backs:

What’s Old Is New Again. When is the last time you received a handwritten note or personal email from a business you engage with? It was memorable, wasn’t it? Think of ways you can incorporate genuine, personalized touches with customers. The strategy can be scalable: one “wow” moment can generate genuine delight and powerful word-of-mouth amplification.

Think Mobile. Do you have a mobile strategy? The need is clear: provide information, customer support, “wow” moments via mobile channels. But be careful: consumers often have limited ability to “digest” content you are sharing with them (because they are at the airport, walking, at home, multi-tasking), so be sure your content and communications are as short and to-the-point as you can.

Establish a common knowledge base across all channels to ensure consistent response. One company recognized the need to consolidate contact center systems to a single agent desktop. Customer service agents had difficulty serving customers in a timely manner and providing accurate information because information resided in 13 disparate systems. By consolidating all the systems into one agent desktop view, the company quickly reduced agent average handle time (AHT) and saw increased customer engagement scores. The unified access to the applications and information also increased employee productivity and helped provide a personalized experience for customers.

Develop a Journey Map as Part of Your Customer Experience Strategy. Our group defined a journey map as a diagram that illustrates the steps your customers go through when they engage with your company, across different channels and touch points. The more touch points you have, the more complicated — but necessary — the journey map becomes. Creating a customer journey map is an investment but is well worth the cost. For some creative ideas on journey maps, check out this recent blog post by Verint’s Nancy Porte – Five Tips for Building a Customer Journey Map.

Millennials/Diverse learners. Move away from phone to proactive chat; offer chat if automated resolution doesn’t work. Find ways to be “proactive” with communications when you anticipate that a customer’s expectations won’t be met.

Develop a Comprehensive Work-From-Home Strategy. One great reason to offer work from home is that you have the ability to recruit some of your organization’s biggest “fans,” regardless of their location. If you offer part time or flex time, you could have highly enthusiastic providers of information – and raving fans – who support your solutions or services. The customer experience these fans deliver could be very meaningful.

Use analytics not just for customer projects, but also for agent performance and metrics. Many companies use in depth analysis for customers, but more straight forward measurements for agents (AHT, quality score, Adherence etc.) Look at ways you can analyze agent performance more to impact customer experience. Identify which associates have the best cross selling abilities? Use their recorded interactions to train others. Who are the agents with best overall cx abilities?  Have “gold” and “platinum” customers (highest value customers) routed to them since they are top in delivery of CX. Drive pilots of business changes based on analysis/date- and “go big” with winning ideas. Also explore further: how can you provide different levels of service based on the “value” of your clients to your business.

Drive customer experience excellence while also handling call-types that are more and more complex. One organization is leveraging contact recording and speech analytics to determine the reason for calls that fall into the highest 10th percentile of average handle time, which are the longest calls. We can’t solve everything, but we believe that if we can “fix” the issue(s) that cause the top three to four call types, we can free up resources and focus that will help us enhance the customer experience.

Build the Feeling of an In-Store Experience Online. Meet customers at the right moment when they are challenged. Know when they are about to defect. Provide the support they need when they need it. (How are you doing in this area? One idea is to implement a journey map project as mentioned above.)

Consider an Automation Pilot. Organizations are under pressure to increase processing efficiency and productivity, reduce errors, cut operational expenses, and maintain security and regulatory compliance. Key advancements in the areas of robots/bots, artificial intelligence, and machine learning are creating opportunities to service and engage with customers like never before.

Organizations should consider automating repetitive and time-consuming processes, allowing employees to focus on more complex tasks, cross-selling and delivering a personalized experience. The net: position automation as beneficial—and not a threat to your employees’ jobs.

Do you have some creative or best practices ideas to add? We’d love to hear those, too! Help us continue the conversation and submit your idea on Twitter by using the hashtag #CustEngLive. You can also follow and tag us on Twitter @ExecsInTheKnow and @Verint.

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This is a guest blog written by Greg Sherry, Vice President Marketing at Verint Systems.

One of the primary objectives of Customer Response Summit Austin was to “identify best practices and discuss innovative ideas on how to serve customer through emerging channels.” Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” where we grouped executives into discussion groups of seven or eight participants. The groups engaged in conversations around the strategies and execution steps that can help define how customer-centric organizations can enrich interactions, improve business processes, and optimize the workforce.

One of the questions included on the breakout group handout, for example,  was “If you could provide your peers with one piece of advice as they create and execute their customer experience strategy and program, what would it be?”  There were also discussion questions around Customer Engagement and Enterprise Workforce Optimization.

Below are some of the highlights attendees shared during the breakout group read back presentations. Do you want access to group facilitator notes from all of the major discussion and engagement areas? If so, click here for the detailed Customer Engagement LIVE! notes.

Breakout Group Discussion Highlights

Employee Engagement- TED Talks! We want to hire and retain the best contact center agents that we can. So, we want to make sure we have a variety of internal programs around employee engagement as well as all our focus on customer engagement.  One thing we started was Ted Talks Tuesday’s where we find creative and inspirational Ted Talks videos that have themes around creativity, innovation, customers. We then have a discussion group after the video. Our executives, managers and agents love all the interactions we all have – and we are learning new ideas and ways of thinking at the same time!

Integrate more digital themes and engagement into our traditional customer service environment. We have started to use gamification in our customer services group. As part of the program, we are identifying customer “brand ambassadors” who will serve as fans of our organization and our customer services mission. We are tying these fans into our CRM system and gamification solution foundation. We think these ambassadors will help us differentiate our brand – as well as the customer experience we provide to our customers.

Mobile-  How can you gain more customer loyalty? When adopting a tech strategy  for mobile, customer experience overall (including customer service) – you have to “win over the customer” when they first become a customer. The customer’s initial experience with your organization must be meaningful and personalized. When customers are new-reach out to them when they’re excited about new service.  Make it very easy for them to set up services and profiles. This is your best window to drive loyalty- the customer’s initial experience with your organization.

Create a broad, multi-channel “listening” program. One organization created a multi-pronged campaign branded “We Listen.” It was launched across a variety of media channels internally within the organization, as well as via a 42-foot company branded recreational vehicle (RV). This “RV Relay” was a literal and figurative “vehicle” that included a rotating crew of senior level executives who drove a total of 8,500 miles across North America and visited dozens of customer sites. They engaged customers in a variety of channels including Skype, Twitter, Google hangouts, a company blog, etc. They launched a new online customer community during the relay that drew 5,500 customers per week and ultimately 150,000+ registered community members.

Think of this: Can you find ways to be “proactive” with communications, when you know that a customer’s expectations won’t be met? There are many ways to do this with data from delivery systems, mailing systems, survey data- and many ways to proactively reach out to customers- email,  phone call, SMS etc. Also think about using IVR/routing/skills based info to get customers to the person/place that can solve their issue (rather than the one-stop shop (call center) where all issues end up (and various issues can’t be solved due to department silos, information gaps etc.)

Do you have additional creative idea you’d like to share – or questions about the content in this blog post? If so, email me at greg.sherry@verint.com. I look forward to seeing you at a future Customer Response Summit.

The post Follow Up and Group Facilitator Notes: Customer Engagement LIVE! appeared first on Execs In The Know.

The following is a guest blog from Leslie Joseph, Senior Director, Product Marketing at [24]7. For more information about [24]7, visit http://www.247-inc.com/.

When was the last time you asked yourself “How can I improve the performance of my chat program?” No matter how optimized your chat program is, there is always room for improvement. As with any fitness program, simply following generic rules will only get you half way there. A customized workout for your chat is necessary to get the highest gains in performance. So how does one find the right routines, tools, and methods for getting chat-fit? The answer to all of these questions is in your data. It’s not just about what data you use, but how you use the data to make the biggest improvements.

Data is key. You don’t need to be a 1000-agent chat program before you start thinking about data. In fact, chances are, if you start thinking about data only after hitting a 1000, or even just 100, you probably have some catching-up to do. Smart execs can optimize even a fledgling chat program based on insights that can be gleaned from mashing up chat logs and reports with web data. But that’s just scratching the surface. Once you’re ready, chat transcript mining is the next frontier. Chat transcripts are a goldmine, rich with nuggets of insight that the performance-focused exec can arm to implement actions on the floor that enhance not just the efficiency, but also the effectiveness of agents. Chat mining is also a way to unlock other insights into customer sentiment and issue drivers that can lead to lower out-of-scopes, better customer engagement, smarter targeting, reduced costs and improved customer satisfaction. These insights, either on their own or paired with predictive models, can trim and tone your chat program to top efficiency.

But it doesn’t end there. The most important part is getting started. Once you start building momentum and making traction, you will soon realize that data-driven improvements will put even the best performance enhancing drugs to shame.

Join me on July 19, 2016 at 1:00 P.M. EDT as I discuss how some of the most successful companies use data and analytics to turn their chat channel into lean, mean performance machines. Register today! 

The post Get Your Chat Fitness On appeared first on Execs In The Know.

PHOENIX, AZ. July 8, 2016 – Chad McDaniel, President of Execs In The Know, and Leslie Joseph, Senior Director, Product Marketing at [24]7, will be hosting the webinar “How Data and Analytics can Turbocharge Your Chat Program.” The action packed training session will take place on Tuesday, July 19th, 2016 from 1:00-2:00 ET.

In this hour long session, Leslie Joseph will provide tangible tips on how to use web data, customer journey analytics, and text mined insights to improve chat results and become an engagement fitness expert. Three levels of chat fitness will be explored:

– Beginner: How to get started by utilizing basic operational analytics

– Intermediate: Ramp up your efforts by working text mining and predictive models into your routine.

– Expert: Progress to the next level through platform analytics that can transform the chat experience for visitors and drive maximum business outcomes.

“Findings from our recent CXMB Corporate Report show that online chat has undergone a notable year-over-year increase, growing by 27% among companies offering one or more Interactive Care solutions,” said Chad McDaniel. “This webinar will feature real, actionable tips that will be applicable to chat providers at every stage of the game.”

To register for the webinar visit https://attendee.gotowebinar.com/register/5098092745822594819.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs In The Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

About [24]7

[24]7 makes customer service and sales simple. We use big data and predictive analytics to understand customers and drive better service and sales results for the world’s leading companies. [24]7’s platform enables an omnichannel experience that connects customer interactions across web, mobile, chat, social, and phone channels in real-time and in the cloud to drive immediate business results by increasing revenues, reducing service and sales costs, and creating more satisfied customers. [24]7 serves the Global 1000 market leaders in Finance, Retail, Telecommunications, Technology, Travel and other industries.

For more information, visit: www.247-inc.com.

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The post How Data & Analytics Can Turbocharge Your Chat Program Webinar appeared first on Execs In The Know.