When AI runs the show, donāt forget the customer
COOs donāt run, they sprint towards cost-savings. But hereās the truth: all the automation in the world canāt buy loyalty. Companies that focus solely on quick wins can inadvertently reduce customer-centricity ā a dangerous trade off.
š¢ SEMANTICS
70% of CX leaders say that AI is a business imperative, and 2 in 5 say it will be critical in the next two to three years
According to Enterpreneur, leaders should give teams the autonomy to make customer-centric decisions and use feedback to turn complaints into opportunities (ever heard of customer-centered product development?)
Experts suggest that businesses actively build cross-functional governance between AI and CX teams to ensure AI enhances customer experience rather than side steps it
š SENTIMENT ANALYSIS
An AI strategy focused on short-term gains is a missed opportunity. Businesses using AI to replace friction with connection, efficiency, and empathy are setting the new CX gold standard. The message is clear: donāt just automate ā elevate.
AI as part of the team? You bet
Managing AI like a pro means seeing it as a driver of business impact. So why are most of AIās ācoworkersā left in the dark about its arrival? Itās time to get everyone on board and make AI part of the office buzz.
š¢ SEMANTICS
93% of Fortune 500 CHROs say they're are adopting AI to enhance business practices, yet only 33% of employees have heard about it
7 in 10 employees say they never use AI, and a mere 6% feel comfortable using it
When thereās a clear plan, employees are 2.9 times more likely to feel prepared to work with AI
š SENTIMENT ANALYSIS
AI isnāt just a tool ā itās a teammate, but only if you treat it like one. In the spirit of Halloween, hereās a chilling thought for businesses: without proactive leadership, AI will stay a silent shadow in the workplace. If AI is going to drive change, leadership needs to make it known, build it up, and get the whole team on board.
VENN ZERO
The message couldnāt be clearer: itās not enough to just adopt AI. Businesses need to modernize their support strategies for a new way of working, combining human and AI strengths to improve CX, or risk losing their customers.
What AI can learn from Walt Disney about emotional connection
Youāve chatted with ChatGPT. Youāve had back-and-forths with AI agents in pop-up windows. But be honest: Did you feel a real connection?
In the absence of conversational savvy, even the best AI risks becoming another piece of unfeeling software. For businesses, this has serious implications. AI agents are increasingly serving as brand ambassadors, often the first touch-point for customers. And studies have found that an emotional relationship is the surest way to build brand loyalty.
In other words, it isnāt enough for our AIs to deliver ācorrect answers.ā To truly succeedāand to maximize their potentialāthey need to deliver a little emotional intelligence, too.
So, how do you animate the artificial? For answers, letās turn to Mr. Animation himself: Walt Disney. Let me explain.
Disney and his team brought Mickey Mouse and the gang to life in a convincing way by laying down serious rules about movement, weight, volume and gravity. Despite their fantastical material, they had tremendous respect for real physics. Time to draw Bambi? They brought live deer into the studio and studied them. Likewise, AI agents wonāt feel properly animated until we show the same respect for the social physics of conversation. What are the fundamental principles that govern human interactions, the cadence of speech, the temperature of emotional connection?
āYou need to have an experience that is customer-forward and customer-first. No matter how they find you, what they purchase, how often they come back, the customer is always at the forefront of that experience.ā - Whitney Goldman, SVP of Ecommerce, Lenox
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