Najib Al Asham’s Post

While chatbots and digital channels have revolutionised customer service, the human voice is still important when dealing with complex and escalated issues. A recent study, quantified the reasons why: 💬Nuanced communication: Text-based interactions can miss the subtle cues, emotions and context that humans naturally pick up on. For complex issues, speaking to a live Brand Ambassador allows for a more personalised and effective resolution. 😤 De-escalate frustration: Frustrated customers often yearn for understanding. A skilled Brand Ambassador can build rapport and manage difficult situations through genuine conversation. 🤝 Building trust: Hearing a friendly voice can have a significant impact on customer perceptions. Voice interactions build trust and contribute to stronger customer relationships. At Odity, we master the art of customer relations, and we know how to capture and embody the singularity of each brand we represent. Our Brand Ambassadors are proud to carry the voice of the customer and to accompany each brand in its quest for a remarkable and rewarding experience for their customers. #Odity #WeAreOdity #CXTrends

Are you prepared for the future of personalized experiences? Discover how GenAI and other tech are reshaping marketing and customer interactions. 🛒 https://ow.ly/aEn930sEZUu #EYCanada #BetterWorkingWorld #Consulting #ProjectManagement #Transformation

How Accent Transformation/Neutralization Enhances Customer Experience Do you remember the Discover Card commercial where the customer care agent and the customer were the same person? The agent and customer found each other so relatable that trust was established immediately, making the experience amazing for both parties. The more relatable a customer finds an agent, the faster trust is established, creating a better experience. Today, new AI-powered technologies are revolutionizing customer service and sales. These solutions can soften accents or make agents sound like locals, overcoming language barriers and dialects while preserving energy, empathy, and conversational fluency. Benefits include: -Faster trust-building and better customer experience. -Reduced communication barriers and misunderstandings. -Enhanced agent credibility and professionalism. -Stronger customer-agent connections and rapport. -Boosted agent confidence and performance. Clients report: 23% decrease in handle time. 27% increase in conversational fluency. 25% increase in customer satisfaction. These technologies help create relatability, build trust quickly, improve customer experience, reduce interaction times, increase sales, and improve outcomes. Cloud Tech Gurus works with leading providers to help clients source the best solutions for optimal customer outcomes. Reach out to learn more. Cloud Tech Gurus Darren Prine Fred Stacey Tafara Ndovorwi Robert Serretti John J. Ruby MICHELE CROCKER #CX #accent #localization #accenttransformation

This morning, I enjoyed hosting the Customer Experience Foundation CX Leader Summit with engaging thought partnerships and open conversations, in partnership with Route 101 Ltd. The Key Takeaways from the event included: 💡Modernising old legacy systems is crucial for seamless tech integration. 💡Continuous education is needed to understand the specific requirements of different channels for both customers and employees. 💡Adopt a mindset of constant improvement as if you are new to the business. Regularly integrate with different teams to understand and address their CX impacts. 💡Technology, Data, and Human Collaboration: While technology, including AI, can enhance processes and assist in most situations, it cannot resolve data quality issues alone. Human intervention is necessary to clean, manage data effectively, and ensure optimal outcomes. 💡Email to WhatsApp Transition: Moving from email to WhatsApp enhances real-time communication, customer engagement, and issue resolution. 💡Developing diverse internal skill sets is crucial for addressing varied CX aspects effectively. 💡Implementing an AI engine across all departments can significantly improve how customers are serviced, providing a more consistent and efficient experience. 💡Prioritise people first, then processes, and finally technology. Balance customer, colleague, and commercial needs ensuring accountability rests with individuals, not technology. Thank you to our CXFO Partners Route 101 Ltd. where we were joined by Jason Dickson and Scott Woodland. Along with our guests: Amie Collins, Anna Todd, Chris Adlard, Christina Ioannidis, David Fuller, Janette Fiander CCXP HeX, Joanna Hetherington, Julia Bailey, Lloyd Fletcher, Roland Gilliam, Sofia Christou. #CX #ContactCentres #CXFOEvents #CXLeadersSummit

I have to say that customer-facing chatbots operated by humans are the way to go: 1) You get proper service without having to pick up the phone and endure soul-crushing queues; 2) You get to interact at a cadence that suits our busy day; 3) You don't suffer painful interactions with agents who don't understand our accents; 4) We interact with most other people via text chat during the day... it's how we like to communicate these days... It's convenient, resolves issues more easily, and is cost-effective. #CX #customerexperience #customerengagement

Good customer service is like takeout; you can have it on the go. Instead of chatbots, Imagine texting your customers for real, having human-to-human conversations instead of using corporate jargon or an AI-generated hash of words that says nothing. I can’t emphasize the essence of that human touch enough. Here’s why. The top feedback we get? Our support is outstanding. The people in Messente are easy to talk to; they are honest and thorough—actual experts with an eye for detail. We like keeping things real - we will tell you if the issue takes longer to solve or if we need more time, but we won’t leave you hanging for days without a solution. We'll also tell you if the issue is on your end. Our approach is to meet our customers where they prefer — chat, phone, Skype (unfortunately very much a thing in business messaging), Slack, or even face-to-face. It's why many switch to us from other providers. It’s not rocket science because creating these touchpoints is not hard, but it’s a matter of mindset. So, if you want to learn more about adapting that conversational mindset and practical tips, we have a live session on that topic. I will be joined by the brilliant customer service expert Tue Søttrup, who has over 20+ years of experience in the field. We will cover: - Techniques to identify and remove low-value conversations - Best practices for synchronized messaging - Insights into customer behaviour - Practical tips for leveraging technology When? This Thursday at 3 PM CET. Registration? Yes, the link is in the comments. Can’t attend? Sign up; we’ll send you a recording. Ps. What’s the most interesting platform on which you’ve had a customer service chat? #customerexperience #CX #customercommunication

#LetusTalkCX All Global Organizations have a challenge of co-locating their agents in a single location owing to language considerations. Contact the Vion-Consulting team to see what you thought was the future being delivered to you now. Check out Real Time Speech to Text, Translation and Speech output in another language happening in real time. #AI #GenAI #FutureisNow

𝐒𝐭𝐫𝐮𝐠𝐠𝐥𝐢𝐧𝐠 𝐭𝐨 𝐜𝐨𝐧𝐧𝐞𝐜𝐭 𝐰𝐢𝐭𝐡 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐚𝐜𝐫𝐨𝐬𝐬 𝐈𝐧𝐝𝐢𝐚’𝐬 𝐝𝐢𝐯𝐞𝐫𝐬𝐞 𝐥𝐢𝐧𝐠𝐮𝐢𝐬𝐭𝐢𝐜 𝐥𝐚𝐧𝐝𝐬𝐜𝐚𝐩𝐞?  In today’s digital world, language can be the biggest barrier between your brand and your customers. 𝑰𝒎𝒂𝒈𝒊𝒏𝒆 𝒉𝒐𝒘 𝒎𝒂𝒏𝒚 𝒑𝒐𝒕𝒆𝒏𝒕𝒊𝒂𝒍 𝒊𝒏𝒕𝒆𝒓𝒂𝒄𝒕𝒊𝒐𝒏𝒔 𝒂𝒓𝒆 𝒍𝒐𝒔𝒕 𝒋𝒖𝒔𝒕 𝒃𝒆𝒄𝒂𝒖𝒔𝒆 𝒐𝒇 𝒍𝒂𝒏𝒈𝒖𝒂𝒈𝒆 𝒍𝒊𝒎𝒊𝒕𝒂𝒕𝒊𝒐𝒏𝒔! 💡𝐈𝐭'𝐬 𝐭𝐢𝐦𝐞 𝐭𝐨 𝐫𝐞𝐭𝐡𝐢𝐧𝐤 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐞𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐲. Discover how multilingual chatbots and IVR systems can bridge the gap, boost customer satisfaction, and make your brand truly accessible across India in my latest blog: https://lnkd.in/gf4VGb6E 👉 Dive into this latest blog posted on Srujanee to learn how to elevate customer experiences with language-specific solutions. What are your thoughts on this? Let me know in the comments!! #CustomerSatisfaction #MultilingualMarketing #DigitalIndia #CXInnovation #CustomerSatisfactionForBharat #MarketingForBharat

Technology promises efficiency and automation, but can it replace the human element in customer experience (CX)? Mark Atterby, Editor of CXFocus, dives deep into this critical question with David Stone, VP of Growth for Concentrix. They explore ways to strike the perfect balance between technological advancements and the power of human empathy. #CustomerExperience #HumanTouch #Technology #Interview Phesephony Naidoo Ready to discover the secret sauce for a winning CX strategy in a tech-driven world? https://lnkd.in/gJjCp7em

The CX Industry has traversed a remarkable journey, evolving from traditional feedback forms and rudimentary call centers to the era of emails and social media. Today, it has reached the pinnacle with the integration of chatbots and the exciting frontier of hyper-personalization. Providing solutions "Now with a Wow" is the essence of modern CX. Staying at the forefront of #customerexperience by embracing the latest trend of #HyperPersonalization is the challenge that today’s #cxleaders are facing.