Posts by Marli Tucker

Businesses frequently focus their efforts and budgets on improving the customer experience. With predictions from global researchers like McKinsey finding that “improving the customer experience can do far more to drive profitable growth than raising advertising spending or lowering prices,” it makes sense to invest in customer experiences. When these experiences are exceptional, they become iconic, and so do the companies that provide them.

Employee Experience Series

If you’re waiting to see how AI is changing the way we work, it already has. Just a quick search about AI in the workplace, and you can scroll through results of “Will AI steal my job?” and “fears of being obsolete” showcasing increased AI anxiety in the workplace. With situations like CEOs replacing 90% of support staff with AI-driven Chatbots or major companies like Samsung enforcing strict measures against employees due to a ChatGPT data leak, it’s reasonable to feel a bit uneasy about the role of AI in our workplaces. 

If you turn on the news, it’s hard to distinguish between fiction and reality when it comes to AI. Fears of irresponsible AI are everywhere – from anxieties that humans could become obsolete to concerns over privacy and control. Some are even worried that today’s AI will turn into tomorrow’s real-life “Skynet” from the Terminator series. 

Customer Experience Optimization Blog Series

If you manage a contact center, you see customer frustrations every single day.
Day in, day out, you’re in the thick of it – solving problems, lending an ear, making things right. From all this hustle and bustle, one glaring truth emerges: customers absolutely detest having to repeat their problems over and over again. It’s like being stuck in an exasperating, never-ending loop, and it tops the chart as the number one customer service frustration by 79% of consumers¹.

Customer Experience Optimization Blog Series

Have you ever considered how an experience can affect your customers? Recently, I had one of the worst customer experiences of my life. I needed to contact my insurance about a claim, but the process was an absolute nightmare. The call hold times were almost 2 hours long, the customer service representative was unknowledgeable and unhelpful, and the process was incredibly complicated. 

Since the release of ChatGPT in late November, there has been increased speculation about the potential impact that generative AI could have on our methods of acquiring knowledge, creating content, or conducting research. It also holds the potential to transform the workplace and redefine the skills needed for employees to excel.