How AI brings customer service to the next level

The platform also excels in automating and streamlining marketing campaigns, managing sales pipelines and offering exceptional customer support. Iterable’s Holiday Quick Poll revealed that 83% of those polled said that they were more likely to do business with a brand that they have an emotional connection with. There are many opportunities during the customer journey to build an emotional connection with the customer, and the customer service experience is chief among them.

• There are software programs that can alert companies to issues so they can be proactive in mitigating or eliminating problems.
• Adobe Experience Manager (AEM), part of Adobe’s Digital Experience Cloud, is a content management solution for building websites, mobile apps and forms.
• That is because when a customer gets to the bank’s ATM and is unable to retrieve their money, someone needs to be on-call to help resolve this issue so that the customer isn’t left without service and is dissatisfied,” said Patnam.
• There is more focus on “customer success.” While it is not new, the concept of “customer success” seems to be gaining in popularity.

Speedy Customer Service Response and Resolution

Everyone intuitively knows the difference between a good customer experience and a bad one. We’ve all had the experience of waiting on hold for 20 minutes and being transferred to three different people. Put your brand in front of 10,000+ tech and VC leaders across all three days of Disrupt 2025. Amplify your reach, spark real connections, and lead the innovation charge. “Each of these experiences can be evaluated in their own way and be owned by a cross-functional team of people at your company (think of a pod) consisting of key stakeholders across relevant teams,” he said.

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Maybe if I didn’t have to go to work at all it would be better, but since I do have to work, I like this place. So I’m going to give it my attention, performance, commitment, loyalty, and effort.’’ Reaching for this state is a central function of a leader in a customer focused organization. “We see this trend evidenced in customer support (and even customer marketing), organizations growing their organizational mandates into areas previously isolated from them, such as social media, online communities, and voice of the customer programs,” he said. This platform’s analytics capabilities include anomaly detection, struggle analysis and journey analytics, allowing organizations to identify pain points, optimize user interfaces and improve conversion rates. It’s also useful for detecting and resolving issues that affect customer experience, such as usability flaws or technical glitches. This tool can help brands manage their marketing content and assets more efficiently, with its strengths lying in its ability to deliver personalized experiences to customers, robust scalability and integration with other Adobe products.

Business Insider tells the innovative stories you want to know

• “Using AI and gathering the insightful data points to do the deep dive digging needed to help human customer service representatives be as efficient and act as quick as possible is the key to retaining customers.
• The importance of customer experience extends beyond immediate sales — it’s a strategic asset that differentiates a brand and fosters sustainable growth.
• Recognizing and remedying these five flaws is one of the most effective ways to restore and sustain your customer relationship.

„As a result of the rapid digital acceleration of customer expectations during the pandemic, smart companies are moving into a new era of next-gen CX that exceeds the boundaries of the contact center,” said Chris Bauserman, vice president of marketing at NICE. Having moved beyond optimizing omnichannel routing, modern CX is now more about continuity of experience — seamlessly integrating all channels, entry points, and interactions across the customer journey. „Personalized CX threads together micro-moments that build lasting relationships,” Bauserman added. Patnam told CMSWire that because the COVID-19 pandemic shifted consumers to online shopping, it forced brands to become more competitive in order to remain operational. He said that creating a positive emotional connection with customers is essential, and that brands are able to build such a connection by gaining a deeper understanding of them, delivering for them when they need it the most, and being consistent and reliable.

AI and machine learning can instantly analyze data, allowing stakeholders to quickly pivot and make unique decisions based on the needs and services of their organization. And customers, in turn, have taken to the internet to share their happy experiences. Southwest decided to highlight 175 of these positive tales in a campaign using the hashtag #175stories.

How to Get Into Customer Experience

In the customer experience, the curse of knowledge prevents the professional from recognizing the pitfalls a customer encounters. Also, the curse of knowledge turns us all into too-easy apologists for things that aren’t up to snuff, because we know when the scheduled maintenance is to happen, why the store is temporarily understaffed, and so forth. Last year, I had a staggeringly poor customer service experience myself. What started as an attempt to fly from Pennsylvania to Tennessee ended up with me spending nearly 12 hours in an airport and, ultimately, no flight. Understanding your customer base is one of the first steps in crafting a great customer experience. This process involves analyzing customer data, identifying different customer segments and recognizing their unique needs and preferences.

The good news is that recent studies are showing the response times are speeding up. And by the way, the company that responds faster than its competition will stand out and win. Artificial Intelligence is coming to the forefront of how a company creates a better CX. Machines’ ability to interact with humans is stronger than ever. AI will help us make better business decisions, many of them positively impacting the customer. AI won’t necessarily take over the human function, although in some places it can and will, but it will assist customer support people, becoming an IA , or Intelligent Assistant.

In this week’s edition of Blake’s Take I address the difference between customer service and customer experience. In this video I discuss how customer service is the bare bones transaction happening between the business and the customer. The business offers customer service because they have to, not necessarily because it’s something they want to invest in. It’s a department with little funding and visibility in the corporation. What are they going to feel, think, It’s being almost obsessive about the experience the customer has with the brand—the attitude of “I want to be here,” rather than “I have to be here.” It’s what makes frontline agents really good and impactful.