Swimming With Sharks: Customer Ops Unplugged - S2 Episode 5: Kevin J. Dean

In this insightful episode, Kevin Dean explores the transformative power of generative AI in customer experience. Drawing on his extensive experience at ManoByte, Kevin delves into the four key pillars that can elevate customer satisfaction and drive business success: educate, engage, entertain, and inspire.

Episode Summary:

Introduction: Kevin Dean introduces the podcast, "Swimming with Sharks," and sets the stage for a deep dive into the dynamic world of customer operations. He outlines the importance of understanding and implementing the four pillars of customer experience to stay ahead in a competitive market.

Key Pillars of Customer Experience:

Educate: Kevin discusses how educating customers builds trust and credibility. He highlights the role of generative AI in creating personalized learning paths and delivering relevant information. Examples include HubSpot's tailored educational content and IBM Watson's personalized medical education.

Engage: Kevin emphasizes the importance of creating meaningful interactions to build lasting relationships. He shares how AI-powered CRM tools like HubSpot and Salesforce's Einstein predict customer behavior and personalize communication, enhancing engagement and driving revenue.

Entertain: Adding an emotional layer to the customer experience makes it more memorable and engaging. Kevin explains how generative AI, augmented reality, and virtual reality can create immersive experiences that captivate customers and solve their problems creatively.

Inspire: Inspirational content fosters customer loyalty and advocacy. Kevin discusses using AI to create personalized, inspirational content that resonates with customers' interests and aspirations. He shares practical examples of leveraging AI for testimonials, success stories, and case studies.

Integration for Seamless Experience: Kevin underscores the need for delivering integrated, value-based experiences through an omni-channel strategy and data-driven decisions. He stresses the importance of leveraging generative AI to ensure customers interact with the company in the right way at the right time.

Key Takeaways:

• Educate: Build trust with personalized learning paths using generative AI.
• Engage: Foster lasting relationships with AI-powered CRM tools for personalized communication.
• Entertain: Create memorable experiences with augmented and virtual reality.
• Inspire: Drive loyalty with AI-generated, personalized inspirational content.
• Integrate: Ensure seamless, value-based customer experiences through omni-channel strategies and data-driven decisions.

Transcript

0:02

Hey there, and welcome to Swimming with Sharks, a deep dive into customer ops. I'm your host, Kevin Dean of ManoByte, and I am thrilled to have you join us on this exciting journey through the dynamic world of customer experience. On the podcast today, I want to spend some time talking to you about what the pillars of great customer experience really looks What I've seen is that there are really four key pillars that you should think about. And they are educate, engage, entertain, and inspire. This morning on our show, I wanted to show you how you can leverage the power of generative AI to elevate the experience that your customers have. Here's what's interesting. In a world where 86 % of buyers are willing to pay more for better customer experience, understanding and implementing these pillars that we just mentioned is more crucial than ever. We've been at Man Albite, we were a health bot partner for over 11 years. And one of the thoughts that they would share oftentimes would the principle of solving for the customer. This guiding mantra ensures that with every action we take that we're aligned to deliver unparalleled value to customers. So let's just take some time to walk through each of these four pillars. Educate, entertain, engage, and inspire, not in that order. And let's just... See how we can apply them. First, let's start with education. Educating our customer empowers them. It builds trust and it establishes credibility. When customers are informed, they can make better decisions leading to higher satisfaction. According to one study, about 44 % of consumers believe that they get sufficient information to make purchase decisions. Imagine increasing that percentage by leveraging generative AI. GenAI can play a pivotal role by creating personalized learning paths for users. For instance, HubSpot, use AI to tailor educational content to each user's needs, enhancing the learning experience and helping to retain intention rates. AI -driven content really helps to ensure that customers receive the most relevant information based on their interest and past interaction. And chat bots and virtual assistants, they provide real -time answers to customer's questions, which are available 24 -7. And this can significantly reduce response times. Now, as we all know, because we've had experiences with chat bots and virtual assistants for some time, generative AI can help make these chat bots and virtual assistants much more effective, creating better results. For instance, I'll talk a little bit about IBM Watson. IBM Watson uses AI to deliver personalized educational content in healthcare. helping doctors and medical professionals stay up to date with the latest research and treatments. And this has been extremely helpful. Now, people may question, do we really want GNI helping to improve these types of outcomes for patients? Well, there was an interesting study that had GNI and CHAT -GPT and all the generative AI platforms take the MCAT. And they scored way better than any other doctors, averaging up 90 and above, where the average doctor scores 60%. So the value is there. So when it comes to creating educational content, leveraging GEN .AI can really help you deliver and enhance and create an engaging experience. That leads us to the second pillar. That's engaging. Engagement is about creating meaningful interactions that build lasting relationships. A recent Gallup poll shows that fully engaged customers represent a 23 % premium in terms of wallet share and profitability. Well, that means that there's a lot of opportunity for us to engage customers in order to increase and grow our revenues. GEN .AI, helps us to enhance that engagement. For instance, an AI -powered CRM like HubSpot offers personalized communication. Similarly, Salesforce's Einstein, right, that has the ability to use GEN .AI to analyze customer data and to predict future behaviors. Tools that have predictive analytics help us to anticipate customers' needs and then deliver solutions before the customer even realizes that they I like the case study of Coca -Cola. Coca -Cola has successfully used AI in many ways, but especially when it comes to engaging customers by analyzing feedback. tailors its marketing strategies to provide product offerings that are resulting in increased customer satisfaction and loyalty as if Coke really needed increased customer satisfaction and Now let's talk about the third pillar. The third pillar is to entertain. Now here's, I know what you're thinking. I know what you're thinking, right? Why is entertainment important? I mean, it sounds fluffy, right? And it sounds like, you know, maybe only companies like, you know, Disney and all these others need to do it. And if I'm in the B2B space, professional services, there's no need for that. Well, that's not true at all, right? Entertainment adds an emotional layer to the customer experience. It makes it more memorable, makes it more sticky, and it really helps to ensure that consumers get what they need. So by creating content that entertains them and still solving for their problems, still helping them to be educated and helping them get through whatever challenge it is they're faced, you're going to find that you're going to create a much better, more engaged consumer or customer. And there are so many things that can be done now that are pretty cool when it comes to generative AI, augmented and virtual reality that's becoming more prevalent. to create these immersive, captivating experiences that really help to really create some awesome experiences for customers driving results that are just amazing. The fourth pillar is to inspire. Inspiration drives customer loyalty and advocacy. An inspired customer is more likely to share their positive experience and advocate for your company and for your brand. There was an Elderman study that said that 75 % of consumers with a high emotional engagement would recommend a brand. We've got to inspire them. And GNI gives us the ability to create personalized content that will allow us to inspire our customers to help them. And one of the ways that you can do this from a practical standpoint are through testimonials, real life success stories. case studies that resonate. And you can use GEN .AI to create insights to help your business and innovate and provide unique solutions that resonate with customers. Inspirational content tailored to the customer's interests and aspirations can foster a much deeper connection with your brand. And this will help to build much better results. You know, it really is all about delivering integrated value -based experiences. You know, to truly excel, we've got to deliver these experiences that really drive a ton of value. This means ensuring a seamless, consistent customer journey at all touch points. Integration really is the key to make this happen. You've got to ensure that you're leveraging GNI to enable an omni -channel strategy. And GNI can help to ensure that customers are interacting with your company the right way, the right time, the right place. Leveraging data to make data -driven decisions will allow for continuous improvement, real-time feedback. that allows customers to really get what they need when they need We've got to start thinking about the next level of customer experience. That's what Gen .i is telling us. That's what we're seeing. The game is changing. We have got to embrace the principle of solving for the customer and leveraging the transformative power of Gen .i. We've got to create exceptional experiences that drive customer satisfaction and business success. The statistics are there. The technology is there. We just have to commit to integrating these pillars into our strategic plans and harnessing AI to elevate the customer experience and take it to new heights. Thanks for spending some time with me today. We're glad that you tuned in. And we hope that we've educated you, that we've inspired you, that you found some the things that we've talked about a little entertaining. And we know that if you take this lesson, share it with others, you're going to find great results for your company. Thanks for tuning in and we'll talk to you the next time here at