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AI in Customer Experience: Why Leadership Judgement Now Matters More Than Technology
Inside organisations today, AI isn’t arriving as a tidy strategic roadmap. It’s arriving as a series of decisions landing directly on leaders’ desks. Where should automation sit? What should never be automated? Which vendors should we trust with core operations? And who ultimately carries the consequences if those decisions turn out to be wrong? These are the conversations now taking place inside CX and contact centre leadership teams around the world.
During a recent WiCX Talk Trends discussion hosted by Women in CX in partnership with Genesys, I had the privilege of exploring this reality with three leaders who are navigating these decisions every day inside global organisations. What followed was not a conversation about tools or hype. It became a much more honest discussion about the weight of the decisions CX leaders are now being asked to make.
How to Use Data to Drive Investment Decision-Making
“93% of customer initiatives fail (yes, that many!), with as little as 23% of C-suite respondents claiming that their CX investments brought about ‘tangible benefits’.
Why is this? And what can we do to demonstrate the impact of our CX initiatives to stakeholders?
Businesses soon become disillusioned when CX-ers fail to explain the results of their initiatives. This is often the result of CX initiatives that aim to do too much and, as a result, take far too long!
By adopting an increasingly agile approach – combining the science of data with the art of CX – we can avoid stakeholder…”
Lessons from 'The Bob Job'
When Clare Muscutt invited me to be interviewed as part of the Women in CX podcast series, I immediately agreed – I was flattered and honoured to be included in a group of such interesting and talented women. And as for talking about CX, well I can keep going for hours.
But then reality set in. Not only did I need to source some higher spec tech equipment to meet Clare’s podcast expectations, but I also realised that my preparation for the podcast required some deep reflection.
5 Lessons from the Nordics.
Let me take you on a journey…
It starts with a flight to Copenhagen, goes via Helsinki, Reykjavik, Oslo, London and Andover as well as many places besides and it continues today. And it helps explain why Clare tells me I’m the only Chief Customer Officer she has ever heard link customer with community, which is one of the topics we cover in my conversation with her.
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