How technology can hinder or enhance CX: CXToday's insight

Something happens when machines get smarter: we start craving the human touch. Across industries, customer experience (CX) is being reshaped by automation, AI and data. Businesses are rushing to keep up with customers who want instant responses, seamless transitions across channels and service that remembers who they are. However, there is a danger in the rush. In the drive to modernise, it is easy to treat speed as the only metric that matters. To let automation take over without asking a harder question: are we still connecting? While customers want fast, they also want better. While they expect convenience, they still value context, empathy and understanding. This is the paradox at the heart of digital customer experience, and it’s the reason Smartz Solutions is hosting a webinar titled, “The Human Touch in Digital CX: Evolving with Customers”. In partnership with TechCentral, this on-demand event explores how to strike the right balance between tech-powered efficiency and human-centric service. Register here: https://lnkd.in/d_FTd2Ds

Each year, World CX Day is an opportunity to tip the hat to the brands, teams, and innovations that put customers first. But this year, the celebration comes as customer experience is at a crossroads. While new technologies, especially AI, are unlocking powerful opportunities, the reality on the ground is more complex. According to Forrester, CX quality is declining year after year, and the reasons are both technical and human. So how can brands reverse this trend? An array of CX practitioners and tech leaders told CX Today that success now depends on strategic AI adoption, trust-building, and a unified approach to digital engagement.

Customer Service Week is all about celebrating the people behind every great experience; the ones who listen, solve, and connect. As customer expectations evolve, so does the technology that supports those teams. Our 𝘈𝘐 + 𝘏𝘶𝘮𝘢𝘯 𝘔𝘢𝘵𝘶𝘳𝘪𝘵𝘺 𝘔𝘰𝘥𝘦𝘭 𝘧𝘰𝘳 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘌𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦 helps organizations understand where they are today and how to move toward smarter, more seamless customer interactions. This model explores how AI and human collaboration can: ✨ Elevate service from reactive to proactive 🧠 Empower teams with better insights and support 🤝 Strengthen the connection between technology and empathy Discover how your organization can advance through the five stages of CX maturity: foundational, responsive, intelligent, predictive, and proactive. https://lnkd.in/gHnSeHKF #CustomerServiceWeek

Customer Service Week is all about celebrating the people behind every great experience; the ones who listen, solve, and connect. As customer expectations evolve, so does the technology that supports those teams. Our 𝘈𝘐 + 𝘏𝘶𝘮𝘢𝘯 𝘔𝘢𝘵𝘶𝘳𝘪𝘵𝘺 𝘔𝘰𝘥𝘦𝘭 𝘧𝘰𝘳 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘌𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦 helps organizations understand where they are today and how to move toward smarter, more seamless customer interactions. This model explores how AI and human collaboration can: ✨ Elevate service from reactive to proactive 🧠 Empower teams with better insights and support 🤝 Strengthen the connection between technology and empathy Discover how your organization can advance through the five stages of CX maturity: foundational, responsive, intelligent, predictive, and proactive. https://gag.gl/etC6cE #CustomerServiceWeek

Customer Service Week is all about celebrating the people behind every great experience; the ones who listen, solve, and connect. As customer expectations evolve, so does the technology that supports those teams. Our 𝘈𝘐 + 𝘏𝘶𝘮𝘢𝘯 𝘔𝘢𝘵𝘶𝘳𝘪𝘵𝘺 𝘔𝘰𝘥𝘦𝘭 𝘧𝘰𝘳 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘌𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦 helps organizations understand where they are today and how to move toward smarter, more seamless customer interactions. This model explores how AI and human collaboration can: ✨ Elevate service from reactive to proactive 🧠 Empower teams with better insights and support 🤝 Strengthen the connection between technology and empathy Discover how your organization can advance through the five stages of CX maturity: foundational, responsive, intelligent, predictive, and proactive. https://gag.gl/etC6cE #CustomerServiceWeek

Customer Service Week is all about celebrating the people behind every great experience; the ones who listen, solve, and connect. As customer expectations evolve, so does the technology that supports those teams. Our 𝘈𝘐 + 𝘏𝘶𝘮𝘢𝘯 𝘔𝘢𝘵𝘶𝘳𝘪𝘵𝘺 𝘔𝘰𝘥𝘦𝘭 𝘧𝘰𝘳 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘌𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦 helps organizations understand where they are today and how to move toward smarter, more seamless customer interactions. This model explores how AI and human collaboration can: ✨ Elevate service from reactive to proactive 🧠 Empower teams with better insights and support 🤝 Strengthen the connection between technology and empathy Discover how your organization can advance through the five stages of CX maturity: foundational, responsive, intelligent, predictive, and proactive. https://gag.gl/etC6cE #CustomerServiceWeek

Everyone talks about delivering “personalized customer experience.” Too often, though, 𝗶𝘁’𝘀 𝗷𝘂𝘀𝘁 𝗮 𝗽𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲. Glance's Heather Nightingale calls it CX Theater: scripted chatbot exchanges, automated flows that feel impersonal, and gestures meant to simulate care but lacking genuine empathy. 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗰𝗮𝗻 𝘀𝗲𝗲 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗶𝘁. What may look like personalization on the surface can feel hollow in practice. Read on: https://lnkd.in/gU5ybH9W

Everyone talks about delivering “personalized customer experience.” Too often, though, 𝗶𝘁’𝘀 𝗷𝘂𝘀𝘁 𝗮 𝗽𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲. Glance's Heather Nightingale calls it CX Theater: scripted chatbot exchanges, automated flows that feel impersonal, and gestures meant to simulate care but lacking genuine empathy. 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗰𝗮𝗻 𝘀𝗲𝗲 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗶𝘁. What may look like personalization on the surface can feel hollow in practice. Read on:

Everyone talks about delivering “personalized customer experience.” Too often, though, 𝗶𝘁’𝘀 𝗷𝘂𝘀𝘁 𝗮 𝗽𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲. Glance's Heather Nightingale calls it CX Theater: scripted chatbot exchanges, automated flows that feel impersonal, and gestures meant to simulate care but lacking genuine empathy. 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗰𝗮𝗻 𝘀𝗲𝗲 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗶𝘁. What may look like personalization on the surface can feel hollow in practice. Read on:

Everyone talks about delivering “personalized customer experience.” Too often, though, 𝗶𝘁’𝘀 𝗷𝘂𝘀𝘁 𝗮 𝗽𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲. Glance's Heather Nightingale calls it CX Theater: scripted chatbot exchanges, automated flows that feel impersonal, and gestures meant to simulate care but lacking genuine empathy. 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗰𝗮𝗻 𝘀𝗲𝗲 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗶𝘁. What may look like personalization on the surface can feel hollow in practice. Read on: