Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls (Infographic)
In this week’s blog, I discussed about effectively blending AI and human service delivery. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls
Undeniably, AI and data analytics are enhancing customer service and operational efficiency; however, their use is fraught with significant ethical and legal challenges, particularly concerning customer privacy and data usage. Patagonia’s Legal Battle: A Cautionary Tale Patagonia, renowned for its outdoor clothing and equipment, is currently engaged in a lawsuit alleging violations of California privacy…
Integrating AI & Human Service Across the Customer Journey – How to Win Repeat Business (Infographic)
In this week’s blog, I discussed about how to balance AI and human service delivery. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
Integrating AI & Human Service Across the Customer Journey – How to Win Repeat Business
This is the second in a series of posts on the role technology and human service play in creating repeat business and customer referrals. This post focuses on the intersection of human service and technologies like AI across customer journey phases. It provides tips on delivering technology with human service in ways that exceed customer…
Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals (Infographic)
In this week’s blog, I discussed about how to balance AI and human service delivery. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals
This is the first in a series of posts on the role technology and human service play in creating repeat business and customer referrals. This initial post focuses on the strengths of technology-aided and human-powered customer experiences. Upcoming installments will highlight where and how to deploy technology and human contact across your customer’s journey. The…
Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders (Infographic)
In this week’s blog, I discussed about how to gain insights from customer observations. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders
Most business leaders garner consumer insights by talking to and formally surveying their customers. Less frequently, leaders will seek to understand customers by watching their behavior throughout their journey. As someone who has helped brands with all types of customer listening and observation, I can speak to the value of taking time to “shadow” those…
Customer Experience Excellence – How to Leverage Human Intelligence to Enhance AI (Infographic)
In this week’s blog, I discussed about how to leverage human intelligence to enhance AI. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact.
Customer Experience Excellence – How to Leverage Human Intelligence to Enhance AI
At least for now, Artificial Intelligence (AI) cannot replace Human Intelligence – when it comes to compassion, empathy, authenticity, or genuine concern. I asked the AI engine Bing to “demonstrate empathy.” Bing’s response was a rudimentary definition of empathy and vague references to “stepping into someone else’s shoes.” In short, AI failed to demonstrate empathy.…
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