The CX Leader Podcast | A resource for customer experience leaders AI: Is It Hype Or Helpful?
Jul 23, 2024
This episode features James Scutt, Principal XM Catalyst at the Qualtrics XM Institute, an expert on consumer channel preferences and AI's role in customer experience. He discusses findings from the 2023 Global Consumer Study, revealing that while digital channels grow, many still prefer human interactions for certain tasks. Scutt emphasizes the need for aligning AI with clear business objectives to enhance both customer and employee experiences, balancing technology with human touch for optimal engagement.
AI Snips
Chapters
Transcript
Episode notes
Channel Preferences
- Consumers still prefer human interaction for complex or urgent issues.
- Digital channels are favored for simple tasks like order updates or booking.
Airline Ticket Evolution
- Booking airline tickets used to be a complex process requiring travel agents.
- Now, it's as simple as online shopping, showing how technology shifts preferences.
Improving CX
- Analyze critical journey points and identify areas of customer frustration using experience data.
- Combine experience data with operational data to pinpoint specific problems.