Dear Reader,
You won’t be surprised when I mention that economic, political, market events, and technology will soon have a significant impact on your area of work. In 2023, the term “artificial intelligence” was on everyone’s lips, and that’s just the beginning. Without trying to outshine the experts, I’d like to highlight a few important points:
Technological Advancement and New Tools: Conscious use of artificial intelligence and process automation through chatbots, virtual assistants, and self-service systems will help alleviate your team’s workload and support them in repetitive and routine tasks, enhancing efficiency and minimizing errors. However, this doesn’t mean every process should be handed over to AI, because equally important is…
Personalization and Engagement: This is not only about treating the recipient in a unique and special way but also about providing service with a “human touch.” It should be directed at everyone involved in the process – both end customers and your own employees. To adequately personalize and respond to changing needs, you’ll need…
Data Analysis and Artificial Intelligence: Passive and active data collection, conscious analysis, and the creation of relevant metrics to monitor the effects of your actions can improve your understanding of evolving customer needs and make it easier to adapt your service and support to their individual requirements. Especially since customers expect…
Consistent Customer Service Across Channels = One Experience: Customers use various communication channels, sometimes simultaneously. Within these channels, they expect consistent experiences and seamless switching between them at any time and from anywhere, based on their capabilities and individual preferences. Integrating different platforms such as phone, chat, email, social media, and others is crucial. The format of messages and the ability to “speak with a human on the other side” are also extremely important. This is because we already see…
The Human Touch: As certain aspects of customer service become automated, soft skills such as empathy, interpersonal communication, and problem-solving abilities become even more valuable. This leads to the creation of less binary service models and customer service principles.
In times of #BANI (‘brittle’, ‘anxious’, ‘nonlinear’, and ‘incomprehensible’), it’s essential to prepare for change and maintain flexibility. Curiosity and courage, openness to new solutions, and a willingness to continuously test and refine actions and processes seem to be a sensible path forward. Remember also to build and maintain long-term relationships with customers, even when they are not actively using your services. The era of constantly acquiring new customers as we once knew it is fading away.
Good luck!
Future Company’s Solution Santa
