TomorrowZone® thought leaders are constantly asking questions to stay ahead. In a world of increasing dependence on algorithms, one big question rose to the surface – how do we ensure a great customer experience?
Not stopping there, they pushed deeper:
- How do we avoid losing the human touch?
- Where does human empathy fit into the picture as the adoption of AI accelerates?
On September 21, 2021, Jeannie Walters, CEO of Experience Investigators, was the first in the September UnConference series to catalyze our thinking about what’s next for the customer experience. The theme of the series: AI, Empathy, and the Future of Customer Experience
To explore the implications and opportunities at the intersection of rapidly advancing technology innovation and what’s now and next for customer the experience.
“When we talk about the customer experience, it’s not just about the simple transactional moments. It’s not about ordering a product and delivering a product. It’s about every single point of communication and interaction. If we really dive in and innovate around what we’re offering customers, it means growth for our organization, increased revenue, increased customer lifetime value, and a better employee experience.”
~ Jeannie Walters
For hands-on experience, the innovators were challenged to think about their own customer mission, to speak on how they approach the customer experience, and present questions to the group for extended discussion.
“Sometimes we think we’re caring for customers just by living up to the expectations. That’s just not enough. If they expect us to do a certain thing to make it less effort for them and more delightful and friendlier, we need to do it. We need to be human with one another.”
~ Jeannie Walters
- Be humble about what you think you know.
- Experience based disruptions have nothing to do with products. Be your own disruptor.
- It takes twelve positive experiences to overcome one negative one.
- Look for positive moments that give the customer the sense that you are looking out for them.
- Take clues from what is going on in the real world, not just your own industry.
- Proactive communication can solve so many customer issues.
- Break down what your super stars are doing. You may find secrets to improving your customer experience.
- Look at the customer as a whole person.
- There’s nothing worse than a bot that isn’t helpful.
…And on topic of customer feedback, here are four questions from Jeannie to ask during customer interviews to get that feedback, by engaging and unlocking conversations:
- What’s working?
- What’s not?
- If you had a magic want, what would you do with it?
- What should we ask you about?
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