Our very own Sam Stern, Sr. Manager of CX, sits down with Andrew Carothers, CCXP at Cisco, to discuss the process behind when and how to transition from self-serve to human assistance in a digital first experience. 💭 What are your thoughts on how the evolution of agentic AI experiences may shift the paradigm? #MembersFirst #CustomerExperience #LinkedInDesign
Digital-first experiences are what customers want. But that doesn't make it easy to create digital-first experiences that customers love. In the latest edition of the #CX Patterns podcast and newsletter, I'm talking with Andrew Carothers, CCXP from Cisco about how to create digital-first experiences that customers love. Andrew shares so much wisdom in this episode, including: 💠 The importance of data cleanliness. 🔢 Every year there is more data , and more potential to use that data to create better experiences for customers. ⬅ But only if the data is steering you in the right direction. Dirty data steers you wrong. 💠 Customers aren't concerned about data privacy anymore, but rather expect companies to use their data to enhance their expeirence. ↙ As data privacy expectations diminish, customers experctations that companies will tailor their experience based on their data increases. ↗ 💠 The fact that all customers want digital-first experiences. Andrew and Cisco found that even their biggest B2B customers, who can get their best level of human-powered service still want to have digital-first experiences. 💠 That Digital augments human-powered interactions too. Cisco found that communicating with customers both digitally and through their customer-facing employees was better for engagement than humans on their own. 🎧 Listen to the episode for more detail. Andrew describes in detail how to create digital-first experiences that customers will love.