PodChats for FutureCIO: Why automatedly human is the way forward in CX

According to Forrester, 44% of purchase influencers in Asia Pacific consider improving customer experience (CX) as one of their top priorities over the next 12 months. Even a minor improvement to a brand’s customer experience quality can add revenue by reducing customer churn and lowering the cost of customer acquisition.In my opinion, one of the 2022 Forrester predictions that stands out is the one predicting that the Future Of Customer Service Is “Automatedly” Human. According to Forrester, automation done well can guide and empower customers to reap the benefits of great customer service. In this PodChats for FutureCIO, we are joined by Vasupradha Srinivasan, senior analyst at Forrester, to get her perspective on this concept of automatedly human.1.       Give us a state of customer service today – what is working and what isn’t?2.       Some automation already exists in today’s customer service. Where are the major failings of these automation tools/processes?3.       What do you mean by customer service is automatedly human?4.       In an ideal setting, to what extent should automation be embedded in customer service?5.       Given that technology is an enabler (unifier) for customer service (do you agree with this statement?), who decides what technologies should be integrated into the process? a.       What metrics should be used to evaluate the effectiveness of such an effort?6.       Can you cite of any use case today where a decidedly automated human is proving effective?7.       What is your advice to leaders looking for a more effective and efficient customer service operation?