United Executive has an interesting idea to serve their customers.
Last month, thousands of CX leaders met in Las Vegas for CCW (Customer Contact Week), the largest conference in the world focused on making customers believe the words, “Your call is very important to us.” Today, that “call” shows up in different ways. Customers now reach out for help via self-service AI-fueled support options, email, text, social media and the traditional phone. Through every one of these interactions, customers form opinions about the company or brand they are doing business with.
As I walked the trade show floor, sat through keynote speeches and spoke with leaders from some of the world’s most recognized brands, I saw a common theme. The technology may be changing, but the fundamentals of customer service are not. Here are a few takeaways and reminders that stood out. Most reinforce what we already know, and at the same time, are a fresh take on what great customer experiences look like in an AI-powered world.
Customer Service Is a Journey
Consider that customer service used to be a department that people called with problems and questions. Today, in addition to getting their issues resolved, customers decide whether they made the right decision to do business with a company and whether they want to continue doing so. It has become support, marketing, sales and relationship-building all rolled into one. The support agent or digital experience is more important and relevant than ever.
