Marra CX Hub Top 3 CX Articles for the Week of August 5, 2024
Week of August 5, 2024
🔥 The CX world is constantly evolving with new content being shared daily 🔥
Don’t get left behind in the heat of customer experience innovation! Each week, we’ll cut through the noise and deliver our Top 3 CX Articles to you right here on Marra CX Hub!
Brace yourself for the hottest CX trends, insights, and game-changers that’ll keep your brand on fire! 🔥
5 Things Call Center AI Can Do Today and What’s on the WayÂ
(Tech Republic, Corry Cummings) Explore how AI transforms call centers with five current technologies and three future innovations, enhancing efficiency and customer satisfaction. Call center artificial intelligence is already helping contact and call centers in a wide range of areas, from agent performance and assistance to automation and the customer experience.
https://www.techrepublic.com/article/call-center-ai/
Gary’s Take: While many AI posts and articles are bereft of tangible uses and implementations of AI, here Corry does a nice job of breaking down actual examples of how to utilize AI in a Call Center. Couple that with a description of each function (Conversational IVR, Real-Time Speech Analytics, Generative Call Scripting, Intelligent Lead Generation, and Post-Call Automation) and we have a winner! Also noted as on the way is Real-Time Voice Translation, IVR Authentication via Biometrics, and VR for Agent Training/Tutorials. Check it out!
How to Deliver a World-Class Customer Experience at Scale with Monday.com’s VP of CX
by Amelia IbarraÂ
Customer experience determines whether your customers choose you or another company. At this year’s SaaStr Europa, Natalie Margolin, the VP of Customer Experience at Monday.com, shares strategies and lessons learned to elevate customer experience at scale.
https://www.saastr.com/how-to-deliver-a-world-class-customer-experience-at-scale-with-monday-com/
Gary’s Take: I really thought this journey was quite insightful and identifiable to many, so I wanted to share it. Amelia has Natalie Margolin take us through her experience with Monday.com where she inherited a Customer Experience team that went from the “pride of the organization” until the growth of the company was not scalable, creating a problem across the organization. Here’s how she turned it around!
Why Citizen Experience Matters as Much as Customer Experience
(Nojitter.com, Tom Brannen) When we think of outstanding customer experiences, we rarely list local, state, and federal agencies as shining examples.
Gary’s Take: I haven’t heard the term “Citizen Experience” before, but it’s a good one. CX is being applied to government agencies as well (see my post from week of June 24 on the Connecticut Department of Transportation). Tom makes the insightful point that customers have choices, but as citizens we can’t just pick another government to work with (at least not in the short term!).
