3 AI and Customer Culture lessons learnt

On October 31st 2024 I’ve celebrated my first 10 years as a Digital Customer Service & Culture consultant, trainer and speaker. I can’t believe it’s already been so long! Over this journey I’ve had numerous experiences with client companies, helping them optimize various business areas. Since in the last 3 years I’ve worked a lot on a specific area, I’m going to share 3 ‘Customer Culture‘ lessons that I’ve learnt.

1. Respect each organisation own pace

During these years of consulting and training activities I’ve worked with numerous companies belonging to a vast array of industries – thus having a different approach towards Digital Customer Service and Customer Culture. Yet, what I also did learn is that even when I worked with organisations belonging to the same industries (e.g. 3 banks) they had different priorities. In fact, they had started their evolution in different years and, during their journey had to face different changes: e.g. one had an internal organisation re-structure, another changed their Customer Service Director and the third one was in the midst of a merger/acquisition process.

💡 That’s why I learnt that every company has its own evolution path that had to be facilitated and nurtured, yet never forced. Otherwise those who are reluctant to change their mindset will build up hurdles on your road.

2. AI and Customer Culture need to go hand in hand

When it comes to Digital Customer Service & Experience, technology has dramatically evolved in the last 3 years. In fact, most companies are now equipped with an omni-channel platform, a single comprehensive dashboard where agents can deal with the end customer thru various conversational channels (phone, email, live chat, Whatsapp, social media, online reviews video chat). On top of that, in 2023 Gen AI has stepped in both being embedded within omni-channel platforms and as a stand-alone solution offering:

Real-time conversational assistance to customer service agents – with response suggestions during phone and/or digital conversations.
Highlights/recap text of the conversation – letting agents optimize their time as they’re exempted from that task.
Quality check analysis on conversations being handled on each Digital Customer Service channel – both internally and/or thru outsourcers (BPOs).

💡 As Gen AI becomes gradually integrated into customer service operations, organisations have NO alibis to let their Customer Culture evolve as well. Both elements need to go hand in hand to prevent any mismatch that would affect customer service & experience efficancy.

3. Manager + team = an added value

The relationship between managers, supervisors and the customer service team can become an added value. In fact, In more than one case I’ve had appreciated healthy, trustworthy, solid bonds that have become great enablers in key business areas. Want an example? Digital Customer Service processes being optimized thanks to bottom-up proactive solutions: meaning engaged and motivated customer service agents and supervisors providing context from conversations with customers, highlighting issues and accordingly proposing remedies/enhancements.

💡 My experience: since I used to be a Customer Service manager until some years ago, I guarantee that such an internal cooperation is gold!

Now that I’ve just shared these three Customer Culture lessons from first hand experience I’m curious to know: what’s the most crucial challenge that you’re facing as a manager? I’m asking that because spreading effectively ‘customer culture’ is vital for every forward-thinking company.

The answer to these needs is the Customer Culture Academy, my interactive and practical path with customized workshops and laboratories. In 2025 the Academy will be available just for 2 selected companies.