In a recent study on the State of Customer Service and CX in 2024, it was found that 81% of consumers in the U.S. prefer companies that offer a personalized experience. Additionally, 70% of consumers value a personalized experience where the employee knows their history with the company, such as past purchases, buying patterns, and support calls. Beyond interactions with employees, customers also want personalization to extend to the platforms where they do business. This includes various channels and platforms where customers prefer to connect with brands, such as websites, social media, apps, and chatbots.
Elizabeth Tobey, the head of Marketing, Digital & AI at NICE, discussed the importance of personalization in customer service during a recent episode of Amazing Business Radio. Tobey highlighted the significance of meeting customers on their terms, particularly through their channel of choice. In today’s environment, customers have a variety of ways to interact with brands, including in-store visits, phone calls, websites, social media, apps, and chatbots. Companies that excel in personalization have educated customers on what to expect, setting the standard for communication and convenience in customer interactions.
Tobey shared a personal experience that emphasized the importance of communicating with customers on their terms. She recounted an incident where she had to restart a conversation with a customer support agent due to an asynchronous interaction that did not carry over to the next day. This highlights the need for technology that allows for seamless conversations and eliminates unnecessary steps to prevent customer frustration and friction. By leveraging AI technology, companies can streamline the customer experience by gathering data from customer interactions and continuously learning and improving the self-service and automation processes.
AI plays a pivotal role in not only enhancing the customer experience but also supporting customer service agents, supervisors, and CX leaders. By utilizing AI to provide agents with relevant customer data, they can deliver a personalized experience that meets customers’ expectations. Supervisors and CX leaders can also benefit from AI-driven insights that enable them to make quicker decisions and adapt to changing customer needs. Knowledge management is essential in maximizing the potential of AI, as the quality of data input determines the effectiveness of AI in delivering the best information and creating a seamless and efficient experience for all stakeholders.
In conclusion, personalization in customer service is increasingly becoming a fundamental element in meeting customer expectations and delivering exceptional experiences. By engaging customers on their preferred channels, eliminating friction in interactions, and leveraging AI for data-driven insights and decision-making, companies can enhance customer satisfaction and loyalty. The integration of AI technology in customer service processes not only benefits customers but also empowers agents, supervisors, and CX leaders to optimize operations and drive business success. Ultimately, a customer-centric approach supported by AI-driven personalization is key to staying competitive in a rapidly evolving digital landscape.
