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SVP of Sales and CX at Kustomer, Bhambri sets the standard high for other CX teams. Bhambri understands that customers are happier when they feel their needs are being handled in an effective manner. He says this is accomplished through setting service expectations with honesty and by being available to solve customer’s issues promptly. He adds that the concept of too much communication between the agent and the user simply doesn’t exist in the realm of CX. Proactive communication happens when product and order updates are sent at each relevant step.

hambri explains, “Give them the option to opt out. But otherwise at every juncture that’s relevant, I would make sure that I was proactive with my communication.” By showing up and be georgia phone number list Bing openly available, agents are better able to get to the root of the customer’s issues in a timely fashion. The more openly a business communicates right now, the better.

The Role of AI in CX
AI has come to the forefront of the recent CX discussions. While not completely replacing the importance of human-to-human interaction, AI has infiltrated the service industry by easing the roles of CX agents by better filtering user issues.

Highly anxious customers can burden customer service agents to the point of being overwhelmed. Companies are integrating AI into their CX to get a better handle on customer service. Miller has deployed an AI program at his company to help catch carrier delivery problems before they happen. This AI is helping meet the new types of service expectations previously mentioned and helps their business have proactive communication. To further explain his AI integration, Miller emphasizes: