Navigating the Path to Customer Experience Excellence: Leveraging AI and Constant Change

In today’s digital age, customer experience is more important than ever. Agencies are constantly striving to reach customer experience excellence by utilizing technology like AI, cloud services, and automation. These tools, combined with new and improved processes, help agencies better understand and meet customer needs.

One key aspect of this journey is finding the right balance between AI use and workflow changes. According to David Werner, senior client partner for Verizon’s connected experience solutions, AI can enhance human interactions and roles, rather than replace them. By using AI to analyze sentiment and provide real-time insights, agencies can better understand customer feedback and improve the overall experience.

AI also helps employees more quickly find answers to customer questions, leading to increased satisfaction with agency services. By creating a center of excellence and establishing a data modernization journey, agencies can continually monitor, measure, and act on customer feedback to evolve and improve constantly.

Overall, tapping into AI and other technologies can help agencies enhance the customer experience, improve employee efficiency, and ultimately lead to better outcomes. To learn more about customer experience tactics and takeaways, check out the Federal News Network’s CX Exchange 2024.