Why AI Is The Future Of Delivering Customer Experiences With A Human Touch
The Covid-19 pandemic has had a profound and lasting impact on the experience of customers interacting with businesses. In response to stay-at-home orders around the globe, organizations had to adapt at pace to move customer interactions solely online. As restrictions begin to ease, however, organizations face a new strategic challenge: evaluating how the crisis has changed customer behaviors and what this means for the delivery of a post-Covid-19 customer experience (CX).
Without a doubt, the recent crisis has triggered some long-term shifts in consumer behavior. Preparing for a future that is not yet certain will require ongoing reengineering to support a growing consumer preference for digital and remote options, including optimizing and automating service delivery without compromising on CX. Essentially, finding ways to preserve the all-important empathetic "human touch" that personalizes every customer interaction and boosts satisfaction.
Mind The Consumer Demand Shift
A survey conducted by Medallia Zingle showed that prior to the pandemic, 78% of consumers said they visited businesses like grocery stores, restaurants, gyms and beauty salons at least three times a week. Since Covid-19, that number dropped to 34%, and indications are that despite the recent reopening of nonessential retail outlets, bars and restaurants as well as new rules around mandatory face masks, many consumers are continuing to exercise caution around returning to in-person interactions.