In this episode, Angus and Pete discuss the timing of customer feedback, and the evolving metrics in customer experience. They explore how AI is transforming customer satisfaction measurement and the significance of sentiment analysis. The conversation also highlights the risks associated with AI and the necessity of human oversight in customer service interactions.

Takeaways

• Traditional metrics like average handle time may not reflect true customer satisfaction.


• AI can enhance real-time customer experience analysis.


• Sentiment analysis is becoming a vital metric in understanding customer emotions.


• Real-time feedback allows for immediate adjustments in service.


• AI may be able to predict customer behaviour and churn rates.


• Human oversight is essential in AI-driven customer service.


• Understanding the risks of AI is crucial for effective implementation.


• Customer experience should focus on ease and personalization.

Keywords

customer engagement, customer experience, AI in customer service, customer feedback, metrics, sentiment analysis, customer satisfaction, real-time analysis, retrospective analysis, risks of AI