Balancing Automation and Personalization Featuring Nicole Kyle

The Benefits of Self-Directed Customer Experiences (CX) for Customers and Agents 

Shep Hyken interviews Nicole Kyle, Managing Director and co-founder of CMP Research. She discusses the evolution of self-service and digital customer service and the importance of personalization and customer control in self-service interactions. 

Top Takeaways:   

• Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Customers want a self-directed experience where they have control over how they are served and can resolve their issues in the way they want.  

• The pandemic has accelerated the normalization of digital experiences and digital tools. The lockdown has changed our customers' perspective on how they want to spend their time. Customers want to be more self-sufficient and spend less time interacting with customer support if they can get answers faster on their own. 

 

• Generative AI, like ChatGPT, is expected to grow in customer contact organizations to support agents. AI will remove low-value, repeatable tasks and help with employee burnout.  

 

• Generative AI will improve agent experience by making them more self-sufficient. For example, for whatever reason, they can't reach their manager or peers, they can interact with the AI-enabled knowledge base and get the answers they need.  

 

• Organizations need to focus on personalization and customer control in self-service experiences. Customers want a personalized experience that makes them feel valued and have the ability to resolve their issues in a way that suits them.  

• Plus, Nicole share stats from Self-Service CX: Executive Priorities & Technology Adoptions. Tune in! 

Quote:  

"Generative AI might reduce frontline workers in the future, but the good news is it will create jobs internally for people to monitor those tools and extract and analyze data." 

 

About:   

Nicole Kyle is the Managing Director and co-founder of CMP Research. Nicole joined CMP in November 2021 from Gartner, where she spent eight years leading research and advisory. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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