AiThority Interview with Fabrice Martin, Chief Product Officer of Qualtrics XM for Customer Frontlines

Brands are constantly trying to provide the best customer service by keeping with the latest customer experience (CX) trends. CX has emerged as a key differentiator for brands, enabling marketers to establish a long-term success roadmap for their organizations through higher customer loyalty. Falling behind the CX trends could seriously dent a brand’s ability to overcome moderate to severe revenue and market share risks, particularly during the volatile economic scenarios. The brands that measure the value of their CX efforts are better at understanding the evolving behaviors of their customers, and use the behavioral data to improve the overall customer service quality. Result: happy customers who stay longer with your brands, and are willing to pay more for your products and services to enjoy a better CX.

Did you know how much customers are willing to pay to their favorite brands in return for a superior customer experience during their buying journeys? Up to 16 percent, compared to brands that have a very basic CX offering. Brands are adopting bespoke CX approaches using innovation technologies such as Deep Learning for Voice-based conversational AI, text analytics, generative AI, the Metaverse, AR/VR, and web3. Brands that want to increase their customer satisfaction scores and Net Promoter Scores are connecting with their consumers through multiple touchpoints, powered by AI-based CX tools. We sat down with the leading CX experts from the AI SaaS industry to decode the value of AI-assisted customer service plans in a modern contact center. Today’s AIThority Interview guest is the Chief Product Officer of Qualtrics XM for Customer Frontline,  Fabrice Martin.

Here’s what Fabrice had to say about the AI trends in the CX and the customer service industry.

Why is an AI-assisted customer service plan better than human-only efforts?

Fabrice Martin: Research from Qualtrics shows that consumers are generally confident AI can provide faster customer service, but worry about their privacy and whether something like an AI-powered chatbot can respond empathetically to different human emotions. The key is to augment the work of human agents with AI tools that make them more effective and power personalization at scale.

Generative AI and Machine Learning solutions can analyze customer needs and emotions in real-time, then deliver brand-specific suggestions, personalized experiences and offers, relevant knowledge base articles, and related answers, helping the agent focus on listening to the customer and reducing the time it takes for an agent to resolve each customer’s issue.”

How can contact center owners transform their customer experience strategy with generative AI?

Fabrice Martin: Generative AI will transform everything from chatbots to market research.

Large Language Models (LLMS) can be trained using vast amounts of operational and experience data, enabling businesses to understand individual preferences, behavior patterns, and purchase history. This data-driven approach empowers even contact center teams to deliver highly personalized recommendations, offers, and experiences, catering to each customer’s unique needs and preferences. For example, a brand could use it to automatically generate personalized responses to a customer’s negative review, allowing them to scale their brand management to new levels.

Thank you, Fabrice! That was fun and we hope to see you back on AiThority.com soon.