Unraveling the Impact of AI on Customer Expectations

Customerland

Super enlightening discourse with Laura Wronski, the director of Research at SurveyMonkey - we dissect the State of CX report and the AI and the Customer Experience report. These reports are not just pages of data but they hold within them intriguing disparities between what CX and digital marketing professionals expect AI to contribute positively to customer service, and what customers actually expect. Laura also lifts the curtain on how the SurveyMonkey team is harnessing their platform to garner valuable insights that guide their decisions.
It's no secret that customer expectations are skyrocketing but are the brands able to match up to them? As we move along, we dig deeper into this widening chasm between customer anticipations and brand deliverables. Borrowing insights from Laura, we put forth the concept of customer expectation audits - a strategic tool to bridge this gap and build an emotional connection with customers. We also attempt to unravel the potential of AI in customizing customer experience.
The final segment of our discussion brings into focus the stark differences in customer experiences when dealing with AI versus human customer service agents. Can you guess who was more likely to promote a brand? Hint: It's not the AI. Yet, we also discover the areas where customers are more likely to lean towards AI - like getting personalized deals or understanding a product or feature. The debate of AI vs Humans in customer service is far from over, and this episode makes some compelling revelations. Tune in and join the conversation.

Chapters

1. Unraveling the Impact of AI on Customer Expectations (00:00:00)

2. Consumer Perspectives on AI in CX (00:00:01)

3. Customer Expectations and AI Impact (00:11:51)

4. AI vs Humans in Customer Experience (00:18:37)

5. Preferences for AI vs. Human Interaction (00:23:54)