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𝗖𝗫 𝗳𝗿𝗼𝗺 𝘁𝗵𝗲 𝗨𝗞 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗦-𝗼𝗳-𝗔! Travelling from London to the CxOutsourcers event in Atlanta is the perfect journey to focus on the 'delights and frights' for 21st century consumers. AI enabled tech (and visions) will no doubt drive several debates at the conference. At the airport I got stuck right in to the pros and cons of what automation, intelligent or otherwise, has to offer CX. First my Barclaycard was declined for an over-the-counter Forex transaction. I called Barclaycard and was on a hamster wheel of IVR and speech rec death for over 6 minutes before I spoke to somebody. That person had a system issue and had to transfer me to someone else. Overall, it took 17 minutes to get the card sorted. But too late to go back to the Forex desk. A terrible use of tech. Getting on an 8 hour flight after such a long call, I decided it would be wise to buy a powerbank. I used one of WHSmith's Inmotion vending machines that took about 2 minutes to achieve what I wanted. A good use of tech. On board, the Virgin Atlantic crew surprised a couple in economy with chocolates, and champagne when it was discovered they'd just got married, and helped get a meal for another passenger who had tried to book premium for a specific menu but the app wouldn't allow them, and nobody would answer when calling customer service. Great people, bad tech. And they still give out ice pops! That was a first back when Virgin Atlantic began, didn't work initially, but like all great innovations, they persevered! A great reminder as ever of the 𝙫𝙖𝙡𝙪𝙚 of people and the 𝙧𝙤𝙡𝙚 of tech when it comes to mastering the delivery of great CX. Getting both right is critical. Onwards to Atlanta! #retail #management #strategy
Nick Sellers
2mo
The good tech, bad tech approach...love it. What a difference tech makes when it works as hoped for. I don't say "intended" because customer experience is more than just a completed transaction.
A whistle tour journey of the do's and don'ts in CX - great call outs Mr Carson.
Principal @ ArcoIris CX
2moAll valid points , but I still can't get over a seasoned traveller using a UK credit card to buy foreign currency at an airport. Need a lie down