Kustomer

Data x Kustomer Feelings is what we're all about. Cati Brunell-Brutman couldn't have said it better! Love this highlight from The Juice with Jess Cervellon pod where Jess Cervellon talk to Cati about CX at one of the most iconic beauty brands. To listen to the full episode, head over to the https://lnkd.in/eRtDzarT Don't forget to rate, review, and subscribe!

🚀 Excited about the latest episode of "The Juice with Jess Cervellon"! This week, we had the pleasure of hosting Melanie Cummings, VP of Product and UX at Fabletics. We delved into some incredible insights on customer journey, brand experiences, and the evolving nature of retail. 🔥 Key Takeaways: 1. Omnichannel Integration is Crucial: Melanie emphasized the importance of blending online platforms with brick-and-mortar retail. Capturing data and creating tight feedback loops between these channels can significantly enhance customer experiences and brand loyalty. 2. Flexibility in Customer Policies Builds Loyalty: Whether it's offering a generous 90-day return policy or flexible subscription management, empowering customers with options creates goodwill and strengthens loyalty. 3. Leveraging AI for Enhanced Customer Engagement: From AI chatbots on product display pages to AI-powered note-taking tools for internal productivity, integrating advanced technology can boost efficiency and drive sales. Tune in to hear more about Melanie's journey and the innovative strategies Fabletics employs to keep customers at the heart of their brand! ✨ 🔗 Link in comments! #CustomerExperience #BrandLoyalty #Omnichannel #RetailInnovation #AI #TheJuiceWithJessCervellon #Podcast 👉 Don't forget to subscribe to "The Juice with Jess" to never miss an episode!

We love a good party and can't wait to see you all at our Wild West Extravaganza at SubSummit! You don't want to miss this event on Tuesday, June 18th from 5:00 PM - 7:30 PM CDT. There will be specialty cocktails, appetizers, and the chance to select YOUR VERY OWN PAIR of custom-made cowboy boots. Request an RSVP by clicking here https://lu.ma/37s4w90c

🚨 Intercom CEO’s bold prediction about AI in Customer Service 🚨 AI will soon take over the majority of customer service tasks, shifting $350B from human salaries to AI technologies. Is this the future we’re ready for? Last week, the Intercom CEO shared an email about a big new bet following the OpenAI announcement of GPT-4o. His words were striking: “The majority of customer service work is highly repetitive and not a good use of a human’s life potential. And so AI will do customer service work first. The dollars spent on customer service salaries per year are in excess of $350B. The majority of this spend will eventually transfer to AI technologies.” Let’s unpack this a bit: 1. Yes, AI excels at handling repetitive, low-complexity tasks, which can be demoralizing for human agents. 2. A significant portion of the $350B spent on customer service salaries could be reallocated to AI technologies. 3. The shift raises questions about the future of roles like Account Executives, Customer Success Managers, and even Sales Development Representatives. At Kustomer, we’ve seen firsthand how AI can enhance customer support. For instance, our AI chatbot can learn from a knowledge base article to resolve tickets in real-time, reducing the need for human intervention during a site crash. But we must ask ourselves - Is this rapid transition to AI beneficial for everyone? While AI can handle many tasks efficiently, the human touch in customer service is irreplaceable in building any sort of customer relationship and handling complex issues. The challenge I think lies in balancing AI and human customer service to optimize customer satisfaction. I believe it will be difficult to build customer relationships when customers only talk to AI. But companies should focus on integrating AI to handle repetitive tasks while empowering human agents to engage in more value-added conversations. P.S. If you found this insightful, please share this post. I'll be sharing more updates on AI and customer experience. #CustomerExperience #AI #CustomerSupport #CXInsights

Have you ever had to call customer service back because your issue wasn’t fully resolved? It happened to me the other day. I called one of the three main US credit bureaus, spent 25 minutes on the phone, and thought my problem was resolved, only to call back again. On the second call, I was connected to another agent who had absolutely no knowledge of my previous conversation. This is a classic example of a big company using a ticket-based customer support model. In a ticket-based system, agents close one ticket at a time without considering the customer’s entire history. For customers like myself, it adds a layer of frustration because you often need to repeat yourself. Why did companies adopt ticket-based support to begin with? Well, here's the history lesson you didn't know you needed...... The ticket-based approach in customer support originated from the need for efficiency and scalability in the early days of IT service management. This method allowed companies to handle large volumes of inquiries quickly and cost-effectively, which was essential given the tech limitations of the time. IT loves process, documentation, and structured workflows which is what ticket-based customer support provides. It's no surprise that those departments still use systems like Jira, which are fundamentally ticket-based. However, consumer expectations have evolved. Customers used to be more patient, accustomed to waiting in lines, and accepting longer resolution times as the norm. Today, consumer patience is minimal, and expectations are higher than ever. We want personalized and quick interactions because that's now the norm. So while consumers have changed, companies need to adapt. Tickets just won't work. #CustomerExperience #CustomerSupport #CustomerCentric #CX

New episode of The Juice with Jess Cervellon just dropped! Jess talks with Alexandra E. Vailas, the Senior Vice President of Brand Marketing at DYPER, a diaper brand with a mission of sustainability and transparency. They chat about the challenges of controlling messaging across various channels, the role of packaging in brick-and-mortar sales, the importance of surveys and building a relationship with your customer, the power of word of mouth, and lots more. Listen here: https://lnkd.in/eRtDzarT

If you're going to SubSummit, this is a party you don't want to miss! On Monday June 17th, we're hosting a Wild Bill's Western Extravaganza with our friends Shipped AI, TaskUs, and Hark! Enjoy delicious cocktails, appetizers, and get your very own pair of custom-made boots!! Request an rsvp here https://lu.ma/37s4w90c

Is customer service going to be 100% automated? Not quite Listen to what Brian Lastovich has to say about the topic!

Almost here! IRCE is just around the corner and I'm getting really excited for our event with Shopify! If you are going to be in Chicago next week (or know someone who will) come and join us on June 5th for a true summertime Chi experience! Happy Hour Boat Tour followed by a Private Rooftop Dinner Party! Thank you to our sponsors CQL Yotpo Rebuy Engine Triple Whale Tapcart Kustomer ShipBob We hope to see you there! 😊

New episode alert! Jade Cameron (Head of Community Experience of LSKD) a $100M sportswear brand based in Australia that also has a US retail store in San Diego, is on The Juice with Jess Cervellon! Our favorite part of the episode?! Getting Jade's book recs on building a customer-centric brand. Listen here https://lnkd.in/eEb7NYPb