{"id":39096,"date":"2024-11-12T11:59:40","date_gmt":"2024-11-12T10:59:40","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=39096"},"modified":"2024-11-13T09:09:52","modified_gmt":"2024-11-13T08:09:52","slug":"3-ai-and-customer-culture-lessons-learnt","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/3-ai-and-customer-culture-lessons-learnt\/","title":{"rendered":"3 AI and Customer Culture lessons learnt"},"content":{"rendered":"

On October 31st 2024 I’ve celebrated my first 10 years<\/strong> 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<\/em>‘ lessons that I’ve learnt. \u00a0<\/span><\/p>\n

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1. Respect each organisation own pace<\/strong><\/h2>\n

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<\/strong> (e.g. 3 banks) they had different priorities<\/strong>. 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.<\/p>\n

\ud83d\udca1 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.<\/p>\n

2. AI and Customer Culture need to go hand in hand<\/strong><\/h2>\n

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:<\/p>\n