Many companies misuse automation, resulting in irrelevant communications and frustrating workflows. However, some organizations effectively use AI to enhance the customer experience by creating engaging, personalized, and intelligent interactions. This shift from impersonal automation to emotionally intelligent experiences represents a real opportunity to understand and anticipate customer needs. A stark contrast is shown between bland automated messages and thoughtful, timely communications that feel seamless and tailored, highlighting the need for improved customer connection in the era of intelligent customer experience.
A colleague recently shared two vastly different experiences he had with financial institutions, which he detailed in LinkedIn posts. In the first, he received a bland, automated message informing him he no longer meets a minimum balance requirement. It was a trigger-based alert - impersonal and irrelevant within a day, as market fluctuations corrected the issue. He joked about the absurdity of receiving daily messages that flagged and un-flagged his account depending on market volatility.
In contrast, a message from Citizens Bank about renewing a student loan was designed with such care and intelligence that it felt like magic. The communication anticipated what he needed, guided him through the process seamlessly and did it all without unnecessary steps.
Whether AI was involved or not, the takeaway was clear: some companies are using technology to create experiences that feel intelligent and human. Others are stuck in the era of template-driven alerts that barely acknowledge the person on the other side of the screen.
There are fewer genuine excuses for tone-deaf communications in an era of intelligent CX.
Collection
[
|
...
]