Amid the current business dynamics, I’ve observed that the experience of both employees and customers is pivotal in determining a company’s success, despite the advent of AI technologies. The connection between the two is unmistakable; when employees are engaged, motivated, and feel valued, they are more likely to deliver superior customer service, leading to enhanced customer satisfaction.

The “Great Resignation” of 2021 was a stark reminder of the importance of employee engagement. It became clear to many companies that employees who resonate with the company’s mission and values are not only more likely to stay but can also become brand ambassadors, attracting more customers. A Gallup survey even substantiated that companies with engaged employees outperform their competitors by a staggering 147%.

In this era of AI, there’s a growing concern among employees about technology replacing their roles. While AI is expected to replace 85 million jobs worldwide by 2025, it’s essential to understand that customer experience (CX) with a human touch often yields better results than AI alone. However, I see AI as a tool to enhance the capabilities of CX teams. For instance, an AI messenger can collect preliminary data from a customer, equipping agents with essential information before they even start the conversation. This not only streamlines the process but also ensures that the customer feels heard and understood from the get-go.

Generative AI can further personalize this process. By analyzing vast amounts of data, generative AI can predict customer needs, tailor responses, and even generate solutions to common problems, all in real-time. This not only enhances the customer’s experience but also empowers employees, making them more efficient and effective in their roles.

In conclusion, while AI and generative AI are powerful tools that can revolutionize the CX landscape, I firmly believe that the human element remains irreplaceable. By ensuring that employees have a positive experience, companies can guarantee that their customers will too.