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Tag Archives: Self-Help

2018 Predictions for the Service Leader: Part 4 – Technology

We surveyed a number of customer service/experience leaders, from many of today’s leading brands, in our community to get their predictions for 2018. Over the coming weeks we will be releasing their thoughts on specific CX topics including customer expectations, channels, operations, technology, use case studies/data, and security/risk.

Click here to catch up on Part 1 – Customer ExpectationsPart 2 – Channels, and Part 3 – Operations.

The fourth installment of this series focuses on thoughts on technology.

• AI will begin to automate tasks for the agent and the customer – however AI will take longer to mature than previously thought, due to data infrastructure not mature enough to fully leverage.
• Companies will begin to shift from handling transaction to personalizing service.
• Digital will continue to experience strong growth, powered by mobile usage.
• Messaging channels will continue to grow social volumes.
• More conversations around the “social ethics” of AI deployment.
• Continued push on technology – moving infrastructure to the cloud.
• Deep/machine learning will play a role in 2018 for brands to meet customers where they are. I think brands are starting to get on board with the concept of machine learning and using data to predict behavior. But deep learning can extend beyond things like chatbots. If a brand can predict what a customer might be looking for, it can tailor content to the customer that allows the customer to self-service, send push notifications, etc.
• Thinking about AI secondarily to the types of use cases and outcomes desired that require it.
• Companies will have to address AI and ML in their strategies for customer acquisition and engagement. 2017 may be seen as a year of hype as lots of new vendors emerge on the scene. Expect consolidation and actual AI/ML deployments to increase in 2018.
• Interest in – and deployment of – customer journey analytics tools will increase, as companies try to identify and solve problems upstream before they occur.
• Strategic enterprise automation (front to back office) will help businesses begin to improve the customer experience, while optimizing back office operations, leading to stronger sales and a better bottom line. Examples include automated machine learning/AI, self help, chatbots/avatars, to RPA and beyond. Continue reading

Execs In The Know and COPC Inc. to Host 2016 CXMB Series Workshop in Toronto

Leaders Learning From Leaders in Exclusive, One-Day Event Focused on Customer Journey Insights

PHOENIX, AZ. October 24, 2016 – Following the recent release of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, Execs In The Know and COPC Inc. are headed to Toronto, Canada on November 29th for a CXMB Series Workshop. This exclusive, one-day event presents an excellent opportunity for customer experience professionals to gather and share their challenges, successes and insights, while also making lasting connections in their local area.

As with past CXMB Series Workshop events, great attention will be paid to the results of the 2016 CXMB Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. The Consumer Edition of the CXMB Series brings a host of new content in 2016, while a number of topics from last year’s report are clarified and expanded further, including the consumer’s preference for live interactions over automated ones and the consumer’s perception of the multi-channel journey.

This year’s Consumer Edition report also features two new sections: The Millennial Consumer and The Alternative Channel Customer Journey.

A few highlights from the findings:

– While much work remains to be done, there was a measurable improvement in the consumer’s overall impression of the customer care they received in 2016

– While the preference for Traditional Care remains strong, there was a slight pullback in 2016

– Consumer preference for human assistance over automated/self-help systems remains strong

If you’re interested in attending this event, visit the CXMB Series Workshop section of the Execs In The Know website at execsintheknow.com/events/cxmb-workshop, or contact Chad McDaniel via email or phone at chad@execsintheknow.com or 623.234.2843.

If you can’t attend the event, but are interested in obtaining the CXMB Series 2016 Consumer Report, visit execsintheknow.com/cxmbseries/2016-consumer-edition/.

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 COPC Inc.

COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys.  The company created the COPC Customer Experience (CX) Standard and provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by helping call centers improve their performance.  Today, the company works with leading brands worldwide to optimize key customer touchpoints and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and has operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

For more information, please visit www.copc.com.

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