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The exciting, scary future of customer service? W Lucas Anderson
Manage episode 409439102 series 3561715
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- Most contact centerings, customer service organizations have decided it is too inefficient, too expensive to get humans. The cheap and efficient way to scrub all the humanity out of them is to make them more bot like. Luke says the defaults may just very well be bots in the future. - Customer experience became a thing, I don't know, well over a decade ago now, and it became the zeitgeist. I think instead our efforts would have. Been best served on putting the attention. Where it was more needed. There is still this window of. Time, I think, for us to get organized about what the future is. - What should CX focus on if you were in charge as we look ahead? I just wish we go focus on where the action and the opportunity is not trying to do this. That will never happen in my lifetime. - One of the biggest problems with the concept of CX is to align a brand or a company's memory and expectation of a relationship with a customer. AI can also solve that problem of the lack of memory. And automation fixes that as well. - I like to ask people a purchase under $50 to change their life for the better or for the worse. Mine started many years ago with an Alexa. There's going to be a secondary level that builds upon llMs. There is not one to rule all. - My last question for you is, are. You still an optimist? Oh, absolutely. I'm still blissfully in love with humanity and the direction that we're. Awesome. Love you, brother. You're the best. http://linkedin.com/in/lucasanderson/
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