Can You Modernize Service Experiences With AI & Digital?
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Depending on where you live, there is likely more than one option for getting your weekly grocery shopping done. This means that your choice likely goes beyond proximity alone, instead accounting for additional factors like price, in-store experience, and product availability. And if a grocery store is slightly more expensive or an extra few miles away but convincingly leads on the other fronts, it may still win your business.
This idea that customers are willing to pay more, walk farther, or be slightly inconvenienced for a better service experience is only amplified online. With online shopping, it’s a given that the shopper doesn’t have to leave their couch to get the product they desire. Businesses have to find another way to differentiate themselves. Users can click between a dozen different options in seconds, talk to brands via social media and compare experiences in an instant, and even connect with service representatives over the phone in minutes. If there is one site that has their credit card information saved already, or that sent them to the checkout cart directly from the chatbot, that site is one step closer to winning more business.
The fact that there is more competition than ever can overwhelm brands, making them feel like they already lost a race they never signed up for. For others, though, it is empowering.
For the last decade, brands like Marriott International have used this competition to fuel progress. Since 2017, the travel brand has been using artificial intelligence to power chatbots that personalize customer service interactions. Beyond providing customers an immediate response with the website chat bot while still allowing consumers to contact live agents online or over the phone, Marriott grants customers the opportunity to choose how they communicate with the company—via text, phone, Facebook messenger: it’s really a choose your own adventure situation.
More recently, Marriott has brought its “Marriott Bonvoy” rewards program to the next level. Though the program includes the typical free breakfast, late checkout, and lounge access, it has additional benefits that keep up with the ever-changing digital world. These include enhanced room wireless internet, digital check-in, and points redeemable with online shopping.
None of these things are huge, groundbreaking ideas, nor are they all that difficult to implement. With them, though, come massive rewards. By making the customer experience just a little more seamless, a little simpler, and a little cheaper, Marriott entices customers to go out of their way to stay at one of their locations.
The most popular grocery store in my town is Trader Joe’s. Despite the fact that it is far away from downtown and has a limited selection of goods, the seamless customer experience, kind cashiers, and quirky, passion-inspiring product assortment draw a huge crowd. With little changes, your company can transform into the Trader Joe’s or Marriott International of your industry.
To learn more on Modernizing Service Experiences With AI & Digital and hear from Marriott International’s Senior Director of Channels and Self Service, Kacey Tolua, tune in to our online event from September 13th to 15th.
After Tolua leads Tuesday morning’s discussion on the evolution of her digital IVR journey to secure containment and cost reduction in the Marriott contact center, experts from Cresta, ibex, Ellucian, and NICE will dive into specifics on the digital experience that makes the most sense for you.
The following day will be kicked off by CCW’s Contact Center Leader of the Year, Michael Pace, the Senior Director of Member Services at Virgin Pulse. Virgin Pulse’s parent company Virgin Companies has long been recognized as a leader in the customer experience space. Later, learn from WebMD VP of Coaching and Operations Kara Williams about prioritizing care in customer interactions—something especially important when it comes to health. Insights from Fin, SearchUnify, Talkdesk, and Airkit will further enhance discussions on day two of our online event.
We are honored to have Blount Fine Foods’ Director, Chris Drury, leading our last day’s pilot discussion on establishing Best-in-Class Processes for CX Success. Be sure to stop by to watch interviews with leaders at RingCentral, Five9, Jabra, and Tealium close out the event!
Photo by Marvin Meyer on Unsplash
