Daffodil International Professional Training Institute (DIPTI)

Artificial Intelligence => AI in Various Industries => AI in Marketing and Customer Experience => Topic started by: flowers2 on February 26, 2025, 03:47:33 PM

Title: Proper CX
Post by: flowers2 on February 26, 2025, 03:47:33 PM

Anyone with hands-on experience here? Can you have good CX without good CS? How does the company you work for or your company handle it? Any golden titbits?

Title: Re: Proper CX
Post by: longtime2 on February 26, 2025, 04:12:27 PM

Well, that would be me, I managed call centers before. And yes you can have one without another but only temporarily. I always recommend this article on CX or CS (https://www.surveysensum.com/blog/customer-experience-vs-customer-service) to everyone with the same problem. Stellar CX minimizes CS needs until something breaks. Tesla’s app handles 90% of issues, but when it can’t, their CS is elite. I automated FAQ resolution (CX) and trained CS for edge cases. Complaints became rare, loyalty spiked.