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Empowering Experts: How Next-Generation Digital Skills Improve Customer Experience and Eliminate the Need for Service   

10-16 Minutes read

Written by

Arthur Nowak

Co-Founder and CEO, iCXeed

Published on

July 10, 2023

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In today’s digital era, many businesses have underutilized technology solutions and systems that can be utilized to enhance customer experiences and optimize their service processes. The problem is the lack of readily trained talent that both understand the customer and how to optimize the technology.  iCXeed’s solution is uptraining experts in the contact center with next-generation digital skills that empower our teams to use technology to work smarter, not harder in delivering amazing customer experiences.  By equipping our experts with these advanced digital capabilities, our clients can digitize customer interactions that either eliminate the need for service all together or significantly reducing the time needed by the customer to resolve their issue.  We call this cognitive CX.  Discover how the next-generation digital skills in a cognitive CX organization are shaping the future of customer experience and why they are crucial for businesses aiming to stay ahead in today’s competitive landscape. 

“There’s a lot of excitement about new technology in customer service, support, and success. The progress of video, real-time messaging, chatbots and artificial intelligence (AI), cryptocurrencies, self-service, and even customer success itself, all present the potential for big changes in the day-to-day workings of customer success practitioners.” –Michael Redbord (Hubspot.com

Cognitive CX: Intelligent Next-Generation Digital Skills in Customer Experience

In a cognitive CX organization, customer service teams intelligently use next-generation digital skills to target specific customer pain points and eliminate friction in the experience with greater proactivity, more personalization, and improved efficiency. These skills include advanced customer intent data and journey analysis, artificial intelligence conversational design, omnichannel orchestration, process automation, web development, and CCaaS capability administration.  The approach is to use the insights of customer volume demands captured from service teams to design, build, and implement these various technology solutions to best optimize these customer interactions in a modern digital context.  . With these capabilities, experts can gain valuable insights into customer needs, tailor solutions, and deliver seamless experiences across channels. Leveraging these digital skills allows us to anticipate preferences, address issues proactively, and provide timely solutions to customers. This level of personalized service drives customer satisfaction and fosters long-term loyalty while helping our clients reduce their service team operating costs by up to 40%. 

“Empowerment increases employee commitment, job satisfaction, and performance.” –   Allan Lee, Sara Willis, and Amy Wei Tian (HarvardBusinessReview) 

Empowering Experts: How Digital Skills Empower Customer Service Experts 

In the landscape of customer service, one can argue that the word, “empowerment,” is overly utilized to reflect a sentiment of just “resolving” whatever the customer needs by taking personal ownership of the issue.  It sounds great but the practical reality is customer service teams are encumbered by product/service, technology, and process limitations.  A cognitive CX approach means skilling these employees with the tools to communicate a problem statement, to quantify impact of the issue, develop a solution, and work collaboratively to implement change that improves future customer experiences with similar issues.   By harnessing digital tools and technologies, experts streamline processes, enhance response times, and offer personalized solutions. Many times this results in eliminating the need for a service experience entirely.  In our opinion, the best customer experience is no service experience.   And it is through the build of these digital capabilities that one can truly empower customer service experts to make a positive impact for customers and operating budgets alike.   

Upskilling and continuous learning play a crucial role in ensuring our experts stay equipped with the latest digital tools and technologies. By investing in training programs and certifications, iCXeed empowers our experts to deliver exceptional customer service by working smarter, not harder. This means our experts can handle a higher volume of inquiries, reduce response times, and deliver faster resolutions, resulting in increased customer satisfaction. By leveraging contextualized customer data, our experts can provide a more personalized, proactive, and efficient service. Utilizing data analytics and AI-powered tools, our experts anticipate customer needs, offer relevant recommendations, and deliver proactive support across multiple channels. Our approach encourages a culture of continuous improvement and innovation within our organization, rewarding and recognizing those experts that have this level of impact for our clients.  It creates a refreshed energy and excitement for the art of the possible in customer experience with a team of experts empowered with technology skills to make a difference. 

“We are seeing brands raise their CX efforts several notches higher. Since customer expectations and behavior have changed, we brands now have an increased focus on refining customer digital experiences and making them as faultless as possible.” – Gibu Mathew (Business World)

Eliminating the Need for Service: How Empowered Experts Transform Customer Interactions

The empowerment of our experts with digital skills has brought about a remarkable transformation in customer interactions, leading to up to a 40% reduction in the traditional need for service. By equipping our experts with these digital capabilities, our experts address customer needs and resolve issues independently, thereby eliminating the need for traditional service channel experiences. Empowered experts leverage their digital skills to provide self-service options, access comprehensive knowledge bases, and utilize automated tools, enabling customers to find frictionless solutions to their queries. By removing the reliance on traditional service methods, such as lengthy phone calls or support tickets, businesses can streamline their operations and allocate resources more effectively on value-additive activities like protecting customers from fraud, attracting new leads, or converting new customers. This paradigm shifts not only saves time for both experts and customers, but also frees our experts to focus on these more complex and high-value tasks that require human intervention.  

Empowering experts with digital skills have a profound impact on customer interactions, leading to a transformation that eliminates the traditional need for service. Through comprehensive knowledge bases and automated tools, customers can access the information they need without relying on traditional service channels. The empowerment of experts with digital skills allows them to focus on more complex and high-value tasks that require human intervention, such as handling intricate customer inquiries or providing specialized guidance. This optimized resource allocation leads to improved productivity and higher customer satisfaction. 

Additionally, the concept of eliminating the need for service through empowered experts promotes cost savings and resource optimization for businesses. By enabling experts to handle a broader range of customer inquiries, businesses can allocate resources more effectively, reducing the need for a large customer service team. This not only reduces operational costs but also allows businesses to invest in upskilling their experts, further enhancing their capabilities and knowledge. These innovative ideas can empower experts, enhance self-service options, leverage AI technologies, foster customer collaboration, and anticipate customer needs. 

Cognitive CX Skills:

Customer Intent Data and Journey Analysis: By analyzing customer intent and understanding their journey across various touchpoints, our experts gain insights into customer preferences, behavior, and pain points. This information helps us in personalizing interactions, anticipating customer needs, and delivering targeted solutions, ultimately enhancing the customer experience for our clients. 

Artificial Intelligence Conversational Design: AI conversational design involves creating intelligent chatbots or virtual assistants that can engage in natural and meaningful conversations with customers. These AI-powered interfaces can understand and respond to customer queries, provide relevant information, and even handle complex tasks. By deploying, optimizing, and continuously improving such conversational agents, our experts help our clients deploy solutions to provide customers with the convenience and efficiency of 24/7 automated support. 

Omnichannel Orchestration: Customers expect a seamless experience when interacting with a brand across multiple channels, such as websites, mobile apps, social media, or physical stores. Omnichannel orchestration ensures consistent messaging, synchronized interactions, and a unified view of customer interactions. Our experts orchestrate a digital first approach to customer interactions and deliver an efficient experience, regardless of the channel customers choose, leading to increased customer satisfaction and loyalty.

Process Automation: Automating repetitive and manual tasks within customer interactions streamlines operations and improves efficiency. By utilizing process automation, our experts work more efficiently while minimizing errors.  This enables our clients to allocate resources more effectively. Further, it allows our experts to focus on more complex and value-added tasks, resulting in faster issue resolution and the ability to focus on more proactive approaches to customer engagement. 

Web Development: Web development plays a crucial role in creating engaging and user-friendly websites or applications. It involves designing intuitive interfaces, optimizing page load times, ensuring mobile responsiveness, and incorporating relevant content and features. iCXeed provides expertise to act on the maintenance necessary in online systems to improve customer interactions within digital channels.  The observations garnered from service interactions can help guide improved automated and proactive digital interactions.  

CCaaS Capability Administration: CCaaS refers to cloud-based contact center solutions that provide advanced communication and collaboration capabilities. Administering CCaaS capabilities involves configuring and managing features such as call routing, IVR (Interactive Voice Response) systems, real-time analytics, workforce management, and integration with other business systems. This allows businesses to deliver efficient and personalized customer service experiences while gaining valuable insights from analytics. Our experts fine tune the CCaaS ecosystem with insights from service channels ensuring the CX ecosystem is best optimized for personalized and contextualized customer interactions.

Final thoughts 

Enhance customer interactions and deliver exceptional experiences with digitally empowered CX experts at iCXeed. We are revolutionizing service delivery and reducing the need for traditional channels in a manner customers want.  Personalized solutions, data-driven insights, and seamless multi-channel interactions have become the norm. Do you have a partner with a team of digitally skilled service experts that can execute innovation against this standard?  Do you want one?  Discover the transformative impact of empowering experts and explore innovative ideas to optimize resources and enhance digital customer experiences with iCXeed.  We accelerate your digital growth.  It is simply what we are trained to do. 

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Arthur Nowak

Co-Founder and CEO, iCXeed

Arthur has worked over 25 years in the customer engagement industry, partnering with Fortune 1000 brands across a diverse set of industry verticals. He started his career as a contact center associate. Through hard work, an eagerness to learn, and a sense of adventure, he grew his leadership and professional skills to include global management of large-scale teams. He has worked with leading brands to optimize processes and technologies that enable the most optimal customer brand interactions. An innovative thought leader, Arthur is most passionate about leveraging front-line employee expertise to deliver transformative, frictionless customer journeys.