CMSWire: Automating Customer Service & Employee Tasks for Better CX

This article was written by Greg Kihlström for CMSWire. Read the original here.

A key issue arises from not connecting the dots between automating employee tasks and its ultimate impact on customer satisfaction.

In rising to meet customer demands for faster times to solutions and stand out from competitors with more personalized offerings, brands are always aiming to innovate to increase efficiency, cut costs and enhance customer satisfaction. Digital transformation efforts, including recent AI initiatives for automating customer service and the employee experience, have often focused on boosting productivity or reducing expenses like headcount, using technologies like Robotic Process Automation (RPA) to do so. 

The Customer Satisfaction Connection to Automation

However, a key issue arises from not connecting the dots between automation and employee tasks and its ultimate impact on customer satisfaction. This becomes even more critical with the growing popularity (and near-ubiquity) of even the most traditional product companies adopting services and subscription models designed for retaining customers and improving customer lifetime value (CLV).

Accounting for Long-Term Customer Value

While automating customer service certainly helps organizations save money by making operations more efficient, overlooking the link between streamlining tasks and improving customer satisfaction presents a challenge. Without this connection, the long-term viability of internal efficiency improvements and automation of employee tasks may not prove sufficient, as long-term customer value needs to be accounted for.

This article will explore the relationship between automating customer service and the employee experience and its impact on customer satisfaction and the overall customer experience, drawing on some recent academic research.

This article was written by Greg Kihlström for CMSWire. Read the original here.