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Always enjoyable getting to speak CX with Matt Dixon, particularly now, when a lot of what he’s spent years researching is getting reshaped by AI.
A whole lot of the AI dialog in customer support has been about effectivity. Lower deal with instances, extra deflection, decrease value.
But Matt’s level was: okay, nice. What about making the expertise BETTER?
A number of issues we dug into:
> Why the contact middle is a hidden gold mine of buyer perception
> How AI may assist us perceive buyer effort with out asking prospects to fill out ANOTHER survey about how a lot effort they simply went by means of
> Why “proactive” could be extremely useful…until it will get creepy
> Why AI consumers don’t want extra FOMO. They want much less FOMU (worry of messing up)
> Why generally one of the best factor an AI companion can do is let you know NOT to start out with the largest, craziest use case
One factor Matt stated actually caught with me: “Being easy to do business with is ironically very hard.”
Historically that’s been true, however AI is altering issues in a BIG method.
We can spot extra friction, perceive prospects higher, and make nice service simpler to ship at scale. That’s a reasonably thrilling shift.
Episode 2 of The Agentic Wave is out now. Go give it a pay attention and inform me what you assume!
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