Issue 3: Technology
There is great excitement over technological breakthroughs in customer service and customer experience. You can act on opportunities and navigate uncertainties with a lot more preparedness. But while power is the defining tenet of technology, it’s one thing to ride on the actual potential and another to act on the promise of technology. In this month’s issue, we explore the hype and hope surrounding customer service and customer experience technologies. We learn that most technologies, in their current form, are best suited for understanding customer problems better and improving our latitude of actions.
Chargebee’s Senior Director of Customer Success on How to Operationalize CX with Technology
November 16, 2021
Arundhati Balachandran opens up about her philosophy and process for making CX tangible, measurable, and pursuable.
The Future of Customer Service Lies in Narrow, Not General AI
Human-computer interfaces are difficult to make work in ways that appear intelligent. For the time being, combining multiple AI customer service tools will likely bear the best results.
In Search of the Perfect Customer Service Tech Stack
Customer service and experience leaders from Volkswagen, Optimizely, and Church’s Chicken share their philosophy and technology practices driving success.
Customers Don’t Trust Artificial Intelligence — And They’re Right Not To
Trust is an afterthought in the design of services and experiences. Until AI practitioners accept and embrace this, public approval will remain fleeting.
Tomorrow’s CX Technology Must Improve the Quality of Attention
In a period of flux, technology must capture the current state of the market and unveil customer challenges.