Welcome to the Juice Newsletter: EP 6!
Welcome to the Juice Newsletter, your go-to source for weekly CX and CS thoughts! I’m Brian, Head of Growth & CX Insights at Kustomer, this week we’re diving into the essentials. From simplifying your customer support strategy to laying the right foundations for AI, we’ve got valuable insights that can help you navigate the complexities of modern CX. Let’s get started!
CX INSPIRATION
There’s been a lot of talk about AI in customer service, with many citing hallucinations as the biggest issue. While I believe these will be resolved over time, my bigger concern is the lack of discussion around job displacement. Just 2 months ago, Intercom’s CEO predicted that AI would eventually handle all knowledge work.
I recently ran a LinkedIn poll on this topic:
- 38% of respondents are concerned about AI’s ability to handle complexity.
- 17% are focused on job displacement.
What’s your biggest concern? Click here to vote and join the conversation before the poll closes!
CX SPOTLIGHT
Back to the Basics
In today’s consumer world, it’s easy to feel overwhelmed by the complexity of customer support challenges. Between the pressure to adopt the latest AI tools (83% of organizations plan to invest in AI for CS in the next 12 months) and the growing demands from consumers, it can seem like our problems are multiplying and becoming more difficult to solve.
But what if the real solution lies in going back to the basics?
At its core, customer support is about two simple things:
- Delivering on promises
- Making things right when they don’t go as planned.
Customers aren’t asking for perfection; they want fast, high-quality service that meets their needs—whether through easy-to-access self-service tools or by speaking directly with a human agent.
This idea of simplification is a powerful reminder that not all challenges require complex solutions. By focusing on the fundamentals—clear communication, reliability, and quick resolution—we can cut through the noise and address the real needs of our customers.
So, as we navigate the ever-evolving landscape of customer service, let’s not lose sight of these basic principles. Delivering on what we promise and ensuring that our customers feel supported every step of the way, we can meet and even exceed their expectations.
INTERVIEW INSIGHTS
I had a great conversation with Kiki Chocklett, Director of Customer Experience Strategy and Operations at UnrivaledCX, during our latest CX Weekly Live session.
Kiki’s a seasoned CX strategist who brought a fresh perspective to the craziness of AI in customer service. Here are the 2 key takeaways from our discussion you can implement:
Lay the CX Tech Foundation Before Implementing AI
Kiki emphasized that the worst mistake CX teams can make is jumping into AI implementation without first solidifying their CX processes. She highlighted the importance of data hygiene, knowledge management, and streamlined automations as critical components that must be in place before considering AI.
As Kiki put it, “Automation applied to an inefficient operation will magnify the inefficiency.” This reinforces the idea that AI is not a magic fix but a tool that requires a solid base to be effective.
Enhance with AI, Don’t Replace Human Interaction
Kiki also shared her skepticism about AI’s current capabilities to fully replace human agents. While AI can be a valuable tool for automating routine tasks and providing support, she believes that human empathy and problem-solving are irreplaceable, especially in complex customer interactions.
The key, she argued with me, is to use AI to enhance the customer experience by freeing up human agents to focus on more meaningful, personalized interactions.
While AI holds great potential, its success depends on a thoughtful and strategic approach to implementation. For those considering AI and want to follow Kiki’s lead, the focus should be on building a strong foundation in customer experience processes.
GOLDEN NUGGETS
Must-Read Posts:
- Fair Square Medicare rolls out AI voice agents to help enroll seniors into insurance plans
- A Conversation With Domino’s CDO Chirstopher Thomas-Moore on 1:1 Marketing & Loyalty Reimagined
- Lousy Customer Service ‘Designed For You to Give Up’
BRAND SPOTLIGHT
Celebrating 9 Years of Kustomer
This month, Kustomer is celebrating nine years of innovation in the customer service industry. Nine years ago, Kustomer co-founders, Brad Birnbaum and Jeremy Suriel, recognized that traditional customer service methods weren’t keeping pace with evolving customer needs. They saw customers as people, not just tickets, and envisioned a seamless omnichannel experience that would put the customer at the heart of every interaction.
After years in stealth mode, Kustomer was born, offering a CRM platform that integrated customer data across channels to create a unified and personalized customer experience. As Brad stated when Kustomer started, “Customer relationships are one of the most important assets a company has, but businesses are using outdated point solutions to manage them. We’re going to change that.”
Today, Kustomer continues to lead the way in customer service innovation. They are pioneering the use of AI to supercharge agents and deliver more personalized interactions. And as Brad teased in his recent announcement, they’re preparing to launch exciting new technology this Fall that will empower agents even further, ushering in a new era of customer service.
