Welcome to the Juice Newsletter: EP 7!
Welcome back to the Juice Newsletter! I’m Brian, Head of Growth & CX Insights at Kustomer, and this week we’re exploring some crucial topics that every CX leader should consider. From the importance of keeping a human in the loop when integrating AI to the potential pitfalls of over-personalizing the customer experience, we’ve got valuable insights to help you navigate the complexities of modern customer service. Let’s dive in!
CX INSPIRATION
As we continue to explore the role of AI in customer service, it’s crucial to remember the importance of keeping a human in the loop. While AI can handle repetitive tasks and streamline processes, there are still many scenarios where human judgment is essential.
This concept, known as “Human in the Loop” (HITL), ensures that AI systems are guided and monitored by people, maintaining the quality and trustworthiness of customer interactions.
For instance, AI might struggle with complex, nuanced customer issues or fail to fully understand the emotional context of a situation. By keeping humans involved, we can correct any AI missteps, address unexpected challenges, and ensure that the customer experience remains empathetic and personalized.
So, as we continue to integrate AI into our customer service strategies, let’s not forget the value of the human touch. After all, it’s this combination of tech and humanity that will truly elevate the customer experience.
CX SPOTLIGHT
When Does Personalization Go Too Far?
Personalization has been a major focus for many brands, with Starbucks often leading the way. From your name on the cup to the endless ways to customize your order, they’ve mastered the art of making the experience feel personal. But with the latest shifts in their leadership and earnings report, I can’t help but ask…can you go too far with personalization?
There’s a fine line between making customers feel special and overdoing it to the point where the brand loses its authenticity. If the focus on automation and personalization removes the human touch—like the barista that pours your coffee—does the brand experience suffer?
It’s a question I ponder as more companies lean into customer service AI and automation. Are we enhancing the customer experience, or are we unintentionally diminishing the touchpoints that make these brands unique?
Take Starbucks, for example. They’ve long been the gold standard in personalization, but at what point does the effort to customize become more of a burden than a benefit?
Would love to hear your thoughts—can you over-personalize the customer experience?
INTERVIEW INSIGHTS
In the latest CX Weekly Live, I had a conversation with Cate Marques, VP of Customer Experience at Terra Kaffe, where we explored the evolution of their technology stack as the company scaled. Cate shared some insights that are particularly relevant for any CX leader navigating rapid revenue and ticket growth. Here are my 2 takeaways:
1. The Power of Integrations
Cate emphasized the importance of having integrated systems that communicate seamlessly with one another. Early on, Terra Kaffe struggled with disjointed systems that didn’t talk to each other, leading to inefficiencies and frustration. The move to a more integrated tech stack, particularly with Kustomer at its core, transformed their operations. By having all customer interactions, transactions, and support tickets centralized, her team could work more efficiently and provide a better customer experience.
2. The Right CX Tools for the Right Phase
As Terra Kaffe grew, so did their need for more sophisticated tools. Cate’s journey from using basic tools like Google Voice and Sheets to adopting platforms like Zendesk and eventually Kustomer, reflects the importance of evolving your tech stack as your company scales. Each phase of growth required reassessing the tools they were using and making strategic decisions to support long-term scalability.
3. The Value of a Smooth Migration
Cate discussed the challenges and surprises of migrating from Zendesk to Kustomer. Despite concerns about the workload, the transition was smooth, with most data, including tags and macros, carrying over seamlessly.
Cate’s experience serves as a reminder that as your business evolves, so too should your approach to customer experience technology. It’s not just about having the best tools but ensuring they are the right fit for your current and future needs.
GOLDEN NUGGETS
Must-Read Posts:
- Best Buy Launches AI-powered Delivery Tracking
- Enhancing Customer Service with the Best of AI and Human Empathy
- 6 Ways AI can Influence the Future of Customer Service
BRAND SPOTLIGHT
Friday, August 23rd, don’t miss our next edition of CX Weekly Live on LinkedIn, where I’ll be joined by Heather Kunert, Head of Customer Experience at Comrad.
Heather has been instrumental in transforming Comrad’s customer experience, driving a 26% increase in Average Order Value (AOV) and a 40% boost in return customer rate.
In this session, Heather will share how she leveraged Kustomer to overcome challenges and create exceptional customer interactions. This isn’t just about socks; it’s about making every interaction count and turning customer service into a strategic asset.
Watch now and learn from Heather’s experience on how to elevate your CX strategy.
