| Follow Our Six-Part Strategy For Enterprise Leaders |
| A gap between organizational imperatives and customer needs is the leading takeaway from ServiceNow’s new report, The CX Shift, which highlights the results of a survey encompassing 34,000 respondents — customers, customer service reps and executives — across 18 countries.
How can organizations overcome the impasse the report describes? By implementing a six-part strategy for superior CX in an AI era. |
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| 1. Rethink How You Measure CX Success |
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| AI models can crunch every service-center call, chat, email and online review to score how empathetic and responsive service is or how much effort personnel are putting into resolving issues. AI also makes possible the granular tracking of customer trust, frustration and satisfaction. |
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| AI tools do more than free up service reps to interact with customers. They heighten reps’ ability to respond to individual customers with empathy, understanding and personalized service. The result is responsiveness at scale. |
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| 3. Tap Into Autonomous AI For Self-Service |
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| AI agents will let organizations automate complex processes, uncover bottlenecks, surface customer context and accelerate work between departments and systems. That will make human reps’ jobs easier, shortening response times and streamlining escalations. |
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| 4. Prepare CX Teams For The Agentic AI Era |
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| Service reps need to prepare for the AI-augmented work they’ll do tomorrow. Organizations can help by assessing and filling AI skill gaps among CX teams — and then providing ongoing AI training programs. Collaboration and communication skills will become critical as service reps work more often across teams and intensify focus on customer relationships. |
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| 5. Deploy Strategic CRM As An Experience Platform |
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| Agentic AI can help the CRM of tomorrow realize its potential. Whether the task is mitigating a banking dispute or addressing a warranty claim, embedded AI agents can solve customer issues faster, running workflows across front, middle and back offices. |
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| 6. Unite Data To Fuel AI-Driven Experiences |
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| Rich customer data can be the rocket fuel for exceptional experiences. Embedding intelligence into frontline workflows equips service reps and digital channels with next-best actions for each customer.
Read the full article for more on these six must-dos. |
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| The CX Imperative: 6 Keys To Delivering Great Customer Experience In The AI Era |
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