Implementing AI in Customer Experience: Best Practices
Webinar | 05.31.2024 | Kristen Szustakowski, Karen Darling
In AI and Customer Experience: Navigating Implementation with Confidence, Kodif’s Karen, who leads the sales and go-to-market team, and Kelsey, a CX specialist, hosted an insightful discussion with Kristen Szustakowski, a customer experience consultant and leadership coach at The CX Coach. Drawing from her experience as former Customer Experience Director at Maiden Cookware and Shocks, where she grew the customer service team from one to thirty agents, Kristen shared valuable insights on implementing AI in customer service operations.
Quick Recap
The webinar explored the evolving landscape of AI in customer experience, highlighting the shift from traditional customer service approaches to AI-powered solutions. The discussion focused on managing stakeholder emotions, implementing AI strategically, and measuring success through tangible metrics.
Understanding Mixed Emotions Around AI Implementation
Organizations face diverse reactions to AI adoption across different departments. As Kristen notes, “There are a lot of mixed emotions. You might see excitement from your CEO about productivity potential but concerns from marketing about brand perception and from technology about implementation.” This highlights the need for a balanced, inclusive approach to AI integration.
Empowering Frontline Agents
One of the most significant insights revealed how AI can enhance rather than replace human agents. Kristen emphasized,
“There’s excitement among customer experience employees because they often have projects that go undone due to reactive work. AI allows for a focus on improving knowledge bases and proactive customer communications.”
Strategic Implementation Approaches
The discussion highlighted two primary approaches to AI implementation:
- Starting with major pain points
- Piloting on a smaller scale
As Kristen explained,
“When evaluating AI solutions, it’s crucial to look at the impact on your specific business and understand the opportunities available. Not all businesses will see the same benefits from AI.”
Measuring Success and ROI
The webinar stressed the importance of establishing clear metrics for AI implementation success. This includes:
- Tracking inquiry volume
- Calculating cost savings
- Monitoring efficiency improvements
- Evaluating customer satisfaction metrics
Key actions to implement now:
✅ Develop a comprehensive stakeholder communication plan
✅ Identify specific areas where AI can enhance current operations
✅ Create a pilot program for initial AI implementation
✅ Establish clear metrics for measuring AI impact
✅ Involve frontline agents in the implementation process