Trust, CX and AI
There is no bigger challenge for organisations in today's environment than successfully adapting to AI and data driven technology. The rapid erosion of Customer Trust in brands and institutions means that to be successful, use of AI in Customer Experience needs to be brilliantly implemented. This means blending AI and data technology, insights, process and culture in a way that protects and builds Trust.
The Trust Challenge
Across demographics and global borders we are seeing an unprecedented decline in Trust: with institutions, politicians, brands and each other. Driven by broad and powerful social, economic and technology trends Trust has never been more easily lost or more important to retain
AI and Data Driven CX
AI and data driven technology is transforming Customer Experience. Across digital, retail, front office and back office; new capabilities are unlocking new opportunities and solving customer challenges
Implication
Trust is the key CX Risk
AI and data driven technology transforms CX. When brilliantly implemented it delights customers and team members . However, if implemented without a true Trust lens, it can create rapid, sustained and hard to fix brand, customer and team damage.
​​
-
Losing the Trust of Customers
-
Losing the Trust of Employees
​
Limitations in traditional CX measurement mean organisations aren't set up to see this damage.
Action
CX: Trust+AI Strategy
The Customer-i team has a data driven framework and strategy for implementing AI and Data into CX in a way that protects and builds trust:
-
Built on proven data insights on the drivers of Trust and customer behaviour, needs and attitudes
-
Applied in a practical way to the CX and EX journey by channel and sector
-
Ensures that effective measurement and tracking is in place to protect Trust
