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When combining empathy and personalization in a customer credit journey, #GenAI can boost your collection recovery, augment NPS and reduce costs significantly. How to seamless the most friction steps from traditional credit and collection processes by exploiting both the "human-like" interactions from #GenAI and fueled by own data. More in this insightful article by #McKinsey.

By focusing on customer retention by leveraging artificial intelligence (AI), telecom companies can build long-lasting relationships with their customers, leading to increased customer loyalty and lifetime value. 

By focusing on customer retention by leveraging artificial intelligence (AI), telecom companies can build long-lasting relationships with their customers, leading to increased customer loyalty and lifetime value. 

The Customer Response Summit (CRS) in Tucson, Arizona, organized by Execs In The Know, not only set the stage for discussions on the cutting edge of customer experience strategies but also showcased the advanced capabilities of Anna® from TPG, Inc. One of the popular sessions, led by Lisa DeFalco, TPG's CEO and founder, was titled "Decoding Customer Interaction: The Power of Understanding Human Communication." This session, along with others, was part of an extensive program designed to offer attendees deep dives into critical aspects of customer experience in today's digital era. A special thanks goes to the keynote speaker, Philip Walker, President and CEO of AAA Life Insurance Company, whose insights added significant value to the summit's discussions. Furthermore, the contributions of panelists Angie Flury, Vice President of Call Center Operations at Morgan and Morgan; Andrew Pine, Head of Consumer Affairs and Customer Relationship Center at Jaguar Land Rover; and Ian Schmehl, Operations Vice President of the Enterprise Care Center at StateFarm, were invaluable. Their diverse perspectives and experiences provided a rich, multifaceted view of the challenges and opportunities within customer service and operations. In her session, DeFalco emphasized the importance of sentiment, language, speech, and quality assurance during the panel discussion on customer interactions. DeFalco also pointed out the often overlooked potential of metrics like Voice of the Customer (VoC), Promoters, and QA to significantly impact ROI. The session also featured collaborative efforts among participants to define tangible success for "Humanity Factors" within the customer experience. Facilitated breakout discussions covered customer sentiment, agent behavioral factors, customer satisfaction, and proactive versus reactive communication analyses, aiming to conceptualize the next generation of ROI models that embrace AI while prioritizing human connection. The insights and strategies shared during this session, thanks to the comprehensive understanding of Anna® provided by TPG, Inc., offered invaluable guidance for enhancing customer experience in today's digital landscape. The contributions from all speakers and panelists enriched the summit, making it a landmark event for professionals seeking to navigate the evolving world of customer experience. Discover how TPG, Inc.'s AI-based platform, Anna®, can revolutionize your approach to customer interaction by analyzing communication with unmatched speed and sophistication. Anna® leverages patented technology to capture human sentiment and provide strategic insights for impactful people and process improvements. Ready to master effective communication with tangible results? Request a demo today and see Anna® in action. https://hubs.la/Q02pDXYD0 #customerexperience #cx #callcenter #contactcenter #business #CRSTucson

Implementing GenAI in your business Define clear objectives: Establish clear and measurable objectives for implementing GenAI in customer support, such as improving response times, increasing customer satisfaction scores, or reducing support costs. https://lnkd.in/dtG3YHSw #fgrade

A Conversation about Net Promoter Score (NPS) and AI Agents Mr. Don: "So, Ms. Consigliere, we've been talking about customer satisfaction. What's this NPS thing you mentioned?" Ms. C: "NPS stands for Net Promoter Score. It's a simple way to measure how likely customers are to recommend your company to others. We ask them to rate us on a scale of 0 to 10, and then we categorise them as promoters, passives, or detractors." Mr. D: "That sounds straightforward. So, how do we calculate NPS?" Ms.C: "We subtract the percentage of detractors from the percentage of promoters. For example, if 70% of our customers are promoters and 15% are detractors, our NPS would be 55%." Mr.D: "Got it. So, what's a good NPS score?" Ms. C: "Generally, a score above 72% is considered excellent, while a score below 32% indicates room for improvement." Mr. D: "That's helpful. But why does NPS matter?" Ms. C: "A high NPS correlates with customer loyalty, which can lead to increased revenue and profitability. Plus, it helps us identify areas where we can improve the customer experience." Mr. D: "I see. So, how can we use AI to improve our NPS?" Ms.C "AI can help us automate the NPS process, gather feedback more efficiently, and analyze customer sentiment in real time. This allows us to address issues promptly and improve customer satisfaction." Mr D: We need to integrate it in our process. Who should we talk to? Ms C: the chap who is writing about us Hi I'm Paolo James Bargellini- I help businesses integrate AI-powered Agents to cut support costs by up to 80% and automate up to 90% of inquiries , providing 24/7 service in 130+ languages. Hit the 🔔 on my profile to get notifications #customerservice #customerloyalty #customersupport #customerexperience #nps #aiagent

AI has huge opportunities and some real threats. Not all customers are going to love the fact that you use AI in their customer journey. Find out more here.... Thanks to Forbes & Forbes Coaches Council

Enhancing Customer Experience Beyond the Call https://bit.ly/3TaFYo8 AI and automation are transforming promise management, ensuring commitments made during customer service calls are kept, boosting customer satisfaction and loyalty. Learn more ⬇️ #CX #CustomerExperience #AI

Great read, let me know your opinion! The emphasis on maintaining a personal touch in customer relationships is crucial in this digital age. It's great to see the recognition of the importance of human connection amidst the technological advancements. #HumanConnection #CustomerExperience

AutoChat vs AiSensy : Best AiSensy alternative(2024): In the fast-paced digital world of today, businesses continually look for avenues to enhance customer interactions. They also seek to […] The post AutoChat vs AiSensy : Best AiSensy alternative(2024) appeared first on AutoChat. #API