Every Friday, I round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.
- The Economist has a great article about how AI can help Customer Service truly live up to its name – AI is going to be revolutionary to the Customer Experience, the more investment you make in understanding and leveraging #AI now, will reap competitive rewards in the future.
- Along the same lines, Self-Service is already a key part of Customer Support, as AI helps customers in the future, having a strong self-serve offering is going to be key. Solvvy have some excellent ideas here.
- Shep Hyken has an excellent guest post from Anand Srinivasan, the founder of Hubbion about How Continuous Testing can help keep tabs on Customer Experience – this goes back to my mantra: “Keep walking your Customer Journey – repeat often and focus hard on smoothing the path for your customers”
- Finally this week, an interesting article over on Hatchbuck about how Chatbots are impacting Customer Experience – they make a strong point about how customer comfort levels are changing, five years ago using a bot to answer questions was a big leap – now, with implementations in consumer apps, it’s becoming a norm.
What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.