Addressing Customer Experience Gaps

In 2026, I think the brands we'll view as being truly customer-led will do two things at once. First, they'll automate the simple stuff fast. Second, they’ll bring a real human in on purpose when it matters. Most teams are treating this stuff like a tradeoff, as in, “If we use more AI, the experience will feel cold.” But this can only be true when you automate the wrong moments. The pro move is to design the human moments the same way you design the digital ones; you have to name them, protect them, staff them, train for them, and measure them. Here are the moments that should never be left to automation alone. High stakes money moments. This would include a large disputed charge, a denied claim, a sudden fee, or a mortgage problem. High emotion moments. Like a health issue, a death in the family, a lost bag with a laptop or other expensive item, anything before or during a wedding, or a ruined trip. High trust moments. A new account, a fraud scare, or anything that makes a customer think, “Should I still trust you after this?” In those moments, speed is not the only job. Judgment is the job. Tone is the job. Ownership is the job. Empathy is the job. So yeah, automate. But do it with rules in place. Use automation to clear the runway, but use people to land the plane. Here’s a weekend challenge if you’re up for it: write down your top 10 “human-required” moments, and see if a customer can reach a real person in under 60 seconds when they have one. The question every CX leader should be asking right now is simple: Which moments in my business deserve a human, every time? #customerexperience #customersuccess #journeymanagement

One of the greatest opportunities I see for the next generation of client-facing professionals: Being the ones who can read and exercise the norms, whether with colleagues or clients, and still infuse their own personality into the work. Those who can master this will be the ones who build stronger relationships and ultimately win more business. Sure, the pendulum has swung hard toward AI efficiency. And proficiency in it will likely be an essential skill. But over-relying on it? That comes with a hidden cost: it can dull the skills of empathy, discernment, and human connection. I suspect it might become tempting to believe that the safest path to employment and promotion is to keep your head down in automation:  Follow the prompt exactly, never straying from the template, and assume that originality is too risky. But customers can feel when you’ve disappeared behind automation… and it seems that they don’t love it. According to Salesforce, 52% of customers say they’re willing to pay more for a great customer experience, and they define that experience as one that feels more personal and less automated. That means the professionals who keep showing up with genuine connection won’t just feel different (in a good way!), they’ll be the ones winning more trust and more business. This humanness will be the differentiator. Some easy ways to practice this is to start by noticing the social norms, and then thoughtfully adding personality to them. Like: ☑️ Pay attention to how experienced colleagues communicate with clients. What tone do they use in emails, how do they open conversations, how do they handle pushback? How can you use that as a framework and then infuse your personality into it? ☑️ Notice how client meetings start. Do they jump right into business, or spend a few minutes building rapport? What do you know about the client that you can chat about beyond asking about the weather :)  ☑️ When you send a recap or follow-up, include a warm line or a small personal detail you remembered, instead of relying solely on a template. Because if more than half of your customers are willing to pay more for an experience that feels human, it’s a skill worth exercising to make sure they get it! #YouthSkills

“Let me explain the issue again…I was saying…” Does this sound familiar? We’ve all been there: stuck on the phone or chat, explaining the same problem to a new support agent for the third, fourth, or fifth time, feeling unheard. But customer service isn’t just about solving problems. It’s about making people feel heard. Yet, far too often, support interactions feel robotic, cold, and disconnected. You’re bounced between departments. Asked to repeat yourself again and again. Given a ticket number instead of a real solution. And the worst part? No one seems to remember your last conversation. This isn’t just inefficient; it’s deeply frustrating and exhausting, and it shows a lack of empathy. Customer service must go beyond transactions. It should tap into attentive empathy, truly listening to customers, acknowledging their frustrations and cognitive empathy, and offering relevant solutions based on past interactions and emotional context. So how do we do that at scale? OpenAI’s latest update is a step in that direction. ChatGPT can now remember past conversations across sessions. This simple upgrade unlocks a smarter, more empathetic future for customer service. Imagine this: • Your support agent already knows what you’ve been through • They pick up right where you left off • They tailor responses to your preferences and pain points This is what modern, emotionally intelligent service should feel like. And the data speaks volumes: 🔹 76% of customers say repeating themselves is their #1 frustration 🔹 81% prefer brands that personalize the experience With AI memory in play, customer service teams can now: • Offer personalized support journeys • Reduce friction in every interaction • Proactively engage based on past pain points • Build long-term trust through seamless continuity For businesses, this means: • Smarter, AI-powered systems that improve with every touchpoint • Consistent journeys that feel human even when powered by machines • Stronger retention through empathy-led engagement If you’re a forward-thinking company, here’s what to do: • Invest in AI tools with conversational memory • Redesign support flows to feel continuous, not fragmented • Train agents to collaborate with AI as empathy amplifiers • Prioritize data transparency and privacy to build lasting trust Because when customers feel understood, they don’t just stay, they advocate. #AI #ChatGPT #customerexperience #CX #KSA #SaudiArabia

AI is having a moment (really?!), and Customer Experience happens to be THE ONRAMP to AI. This means TTEC is in the middle of it all with our AI and CX technology & services solutions, but as with everything new, there are going to be surprises...   Take Klarna, for instance (see article below).  The company jumped into AI for nearly all of its customer service. I, along with others, had plenty of doubts and now even Klarna is admitting that while AI can handle some customer service interactions, it cannot always handle them well. When conversations are emotionally charged – usually when money, health, or family are involved -- customers want to know there’s a person who can provide empathy and accountability. Klarna’s experience is a wakeup call and an important lesson for everyone embracing AI and CX.   CX is unpredictable, thanks to unique human customers and their unique issues. People are what makes the CX industry so exciting, and they are why I’m so passionate about the possibilities for the future of CX, as a combination of AI and people. AI works best when it is used to enhance the power and potential of humans, and its future is bright, surprises and all. Let’s go!  

As the Chief Design Officer for Chase, I've had the privilege of leading efforts in applying AI and machine learning through our Machine Learning Center of Excellence. Here are some of the strategies I've found essential in designing AI-powered experiences that build trust: Embrace Human-Centered Design I believe in the power of clear communication. We spend significant time ensuring that the language we use is crystal clear for our customers. For instance, in fraud detection, we meticulously choose every word to guide customers effectively. Uncover the Customer’s True Needs People often surprise us with their actions, and observing these interactions is crucial. I've learned that understanding why customers behave unexpectedly helps us refine our AI-driven solutions. Foster a Sense of Safety Building trust starts with understanding the consumer mindset. Stress, shame, and guilt are real emotions that can arise when customers are uncertain. Addressing these feelings is essential for creating a safe and trustworthy experience. Understand What Motivates Customers Recognizing individual motivations is key to effective communication. Whether a customer is motivated by protection or fear, personalized messaging ensures that they receive the right message tailored to their unique perspective. Guide Experiments with Outcomes As a leader, I am enthusiastic about exploring new possibilities. It's important to be clear about our priorities and closely monitor outcomes. If one approach doesn't work, there are always alternatives to explore. It's with these strategies in mind that we’re creating AI-powered experiences that build trust and meet the evolving needs of our customers. Read more about my thoughts in the MIT Technology Review white paper: http://spr.ly/6048f9OFC #HumanCenteredAI #CustomersFirst #CustomerExperience

AI is everywhere in Customer Experience today. From chatbots to predictive analytics, from automated resolutions to sentiment tracking — it promises speed, scale, and efficiency. But here’s the uncomfortable question: Is AI truly enhancing customer experience… or just optimizing operations? As CX leaders, we need to pause and reflect. Customers don’t remember how fast your bot responded. They remember how understood they felt. They don’t measure your automation rate. They measure how easy you made their lives. AI is brilliant at: • Reducing response times • Handling repetitive queries • Driving cost efficiencies But CX is built on: • Empathy • Context • Trust And that’s where the gap begins. The risk? In our race to “AI-first,” we may unintentionally become “human-last.” The real opportunity isn’t AI vs Human. It’s AI with Human. • Use AI to empower agents, not replace them • Use data to anticipate needs, not just react • Use automation to free up time for meaningful conversations Because the future of CX won’t be won by the most automated company… It will be won by the company that knows when not to automate. #CustomerExperience #CXLeadership #AI #CustomerSuccess #DigitalTransformation

Every delightful customer interaction begins with the marketer, and it can only be as powerful as the #CRM and #metadata underpinning it. With agents supporting them at every step of the customer journey creation process, marketers and #customerengagement teams can now create superior experiences shaped by intelligent and emotionally resonant conversations. At a cognitive level, the human brain no longer perceives AI as a “chatbot.” It perceives a relationship. This emotional shift fundamentally changes how consumers relate to brands, fostering deeper loyalty and trust. When customers interact with agents in a way that feels natural, their engagement deepens. The implications go far beyond engagement. Every AI-driven interaction generates a wealth of contextual data, far richer than what brands could ever collect from a single web form or survey. In one conversation, an agent can gather insights about a customer’s preferences, behaviors, and intent, building a more complete, dynamic customer profile. This continuous intelligence loop allows brands to maximize the value of every interaction. Let’s bring this to life with an example... Imagine Melanie, one of your many potential customers. She’s been thinking about joining Posh Fitness, a popular gym chain in her city. Instead of filling out a form, she decides to engage with the agent on their website. As they chat, it quickly feels more like a friendly exchange than a transaction. Melanie shares her fitness goals, whether she wants to lose weight, gain muscle, or improve flexibility, and the agent listens closely, asking the right questions to understand her needs and intent. The agent gathers valuable insights through this conversation that a simple web form could never capture. Melanie mentions her dietary restrictions, her preference for a supportive personal trainer style, and that she loves outdoor workouts but needs a flexible schedule due to her busy life. In just a few minutes, the agent collects a wealth of data about Melanie: her goals, preferences, and availability—all essential to crafting a personalized experience. And because the conversation feels human-like and emotionally resonant, it creates an immediate connection to Posh Fitness. By collecting this richer data early in the relationship, Posh Fitness can offer tailored recommendations and build Melanie’s loyalty well before she signs up. This isn’t just about closing a sale. It’s about building trust and delivering personalized experiences that evoke emotions and feel deeply human. Brands that will thrive in the era of #Agentic #AI are those that recognize the shift from transactional interactions to relationship-driven engagement. This isn’t just about personalization; it’s about creating experiences and dialogues that feel alive—where AI and marketers co-create journeys that adapt in real time, amplifying the impact of every customer moment.

We crossed 70% AI automation. And then we nearly got something wrong. A customer contacted us about a delayed order. The AI tool did everything correctly. It identified the intent accurately. It classified the issue correctly. It routed the interaction through the standard automated workflow. The transaction was resolved within the expected timeframe. What the AI missed completely was this: The order wasn't a routine purchase. It was critical product for an emergency. The customer wasn't asking about a delayed order. They were asking: quietly, without saying it directly, "Is someone going to help me tonight?" We caught it during a governance review. We were listening to conversations that had received low effort scores despite being technically resolved. The transaction was closed. The customer felt completely unheard. That became a turning point for everything we built after it. We stopped measuring AI success purely through intent recognition and resolution rates. We introduced escalation triggers around emotional signals like repeat contacts within short windows, vulnerability indicators, tone patterns that suggest anxiety rather than routine frustration. We strengthened human-in-the-loop reviews for edge cases where context matters more than keywords. Because we learned something that no AI model had told us: AI can understand what a customer is asking. Human judgment is needed to understand Why they are asking. In healthcare, that distinction is not a design preference. It is the difference between a resolved ticket and a care giver or a customer who felt abandoned during a crisis. The most important lesson from our AI journey wasn't about model accuracy or deflection rates. It was this: The costliest mistakes in AI-powered CX don't happen when the system gets the transaction wrong. They happen when the system gets the transaction right and completely misses the human context behind it. Automate the process. Never automate empathy. What has your AI implementation taught you that the vendor never mentioned in the sales pitch? #CustomerExperience #CXLeadership #AIinCX #HumanCentredAI #HealthtechIndia #CustomerTrust #LeadershipProximity #CXStrategy #FutureOfCX #ContactCenterLeadership

AI + HI = Improved CX In today’s digital world, businesses strive to deliver exceptional customer experiences (CX) to stand out. While artificial intelligence (AI) has revolutionized CX by enabling automation, personalization, and efficiency, it cannot fully replace the human touch. AI enhances CX by processing vast amounts of data in real time, predicting customer preferences, and providing instant responses through chatbots, recommendation engines, and self-service options. It reduces wait times, offers 24/7 support, and ensures consistency across interactions. However, AI alone has limitations—it lacks emotional intelligence, creativity, and the ability to handle complex, nuanced customer concerns. Human agents bring empathy, critical thinking, and problem-solving skills that AI cannot replicate. When combined with AI, human agents become more efficient, as AI handles routine tasks, provides insights, and allows them to focus on high-value interactions. Impact on BPO KPIs 1. First Call Resolution (FCR) Improvement: • AI-driven knowledge bases and predictive analytics equip human agents with real-time solutions, reducing repeat calls. • Virtual assistants handle routine inquiries, allowing human agents to focus on complex issues. 2. Reduction in Average Handling Time (AHT): • AI-powered tools like speech analytics and automated summaries minimize the time agents spend on after-call work (ACW). • Virtual assistants can gather customer information before handing over to a live agent, speeding up resolutions. 3. Increased Customer Satisfaction (CSAT): • AI ensures faster response times and personalized interactions based on past behavior. • Human agents, equipped with AI-driven insights, can provide more empathetic and accurate solutions, improving overall satisfaction. 4. Enhanced Agent Productivity and Utilization: • AI automates repetitive tasks such as data entry, ticket classification, and FAQs, freeing up agents for complex interactions. • Sentiment analysis tools help agents adjust their approach in real time for better engagement. 5. Lower Cost Per Contact: • AI-driven self-service options reduce the volume of inbound calls and chats, lowering operational costs. • Intelligent routing ensures the right agent handles the right query, optimizing workforce efficiency. 6. Improved Net Promoter Score (NPS): • Personalized AI-driven recommendations and proactive outreach enhance customer engagement. • The combination of AI efficiency and human empathy fosters long-term customer loyalty. The synergy of AI and HI leads to an improved CX by ensuring speed, accuracy, and emotional connection. AI-driven insights empower human agents to offer proactive solutions, while human empathy ensures customers feel valued. AI and HI are not competitors but collaborators. Businesses that successfully integrate both will deliver superior CX, optimize BPO performance, and achieve sustainable growth in an increasingly digital world.

AI and automation offer us an incredible opportunity: the chance to free up time, energy, and attention for the human connections that matter most in healthcare. When we're intentional about implementation, we can create systems that are both more efficient and more deeply human - where technology handles the transactional so people can focus on the relational. Here are ten principles for using AI and automation to strengthen human connection: 1. Start with Human Needs, Not Technical Capabilities Before asking what you can automate, ask what people actually need. Observe where friction exists. Listen to where patients and staff struggle. Let those insights guide your technology decisions. 2. Automate the Transactional to Protect the Relational Routine scheduling, wayfinding, and basic information transfer are ideal for automation. This frees up your team for moments that truly need human attention - difficult conversations, emotional support, and relationship building. 3. Test with Real People in Real Conditions What works in an outpatient setting might not work in an inpatient procedural space. Prototype different approaches and observe how people respond in the specific contexts where they'll use these tools. 4. Design for Everyone, Especially the Most Vulnerable When your automation works for people with varying comfort with technology, different language needs, and different digital access levels, you've created something that expands access rather than creating new barriers. 5. Make Human Interaction Always Available Give people easy, judgment-free ways to connect with a human whenever they need to. When automation is truly helpful, most people will use it. When they need a person, that option should be readily available. 6. Measure Whether You're Creating Capacity for Connection The best automation frees staff from routine tasks so they can spend more time on complex care conversations, emotional support, and personalized attention. If your team isn't gaining that capacity, refine your approach. 7. Be Clear About What's Automated and What's Human People appreciate knowing when they're interacting with AI versus a person. Transparency builds trust and sets appropriate expectations. 8. Design Seamless Handoffs Between Technology and Humans When someone moves from an automated system to human interaction, the transition should feel smooth. Information should carry forward, staff should have context, and patients shouldn't repeat themselves. 9. Learn and Adapt Continuously Pay attention to what's actually happening as people use your systems. Where does automation help? Where does it frustrate? Use these insights to keep improving. 10. Let Your Values Guide What Stays Human Your organizational values should illuminate where human presence is essential. If you value dignity and compassion, those values can guide which moments need human interaction and which can be effectively supported by technology.