By: Skott Schoonover, Strategy Analyst
In the Strategy department, “Culture of Service” is a very close neighbor to “Proactive.” Customer Experience, like everyone else, is the apex of our goals, but our role is to look not only at the Now but also the Near and the Future. This means we need to not only tailor solutions for current customers’ issues, we also need to anticipate what problems they will have in the near future as well as years down the road.
This is a very exciting time to be involved in the Strategy department, as we have Electric Vehicles, Over The Air technology, and eCommerce going live, the introduction of the Mustang MachE, and of course Percepta’s ambitious roadmap for growth over the next 5 years.
In 2019, 25% of all customer interactions were automated through AI and machine learning, this number is expected to grow to 40% by 2023. According to research from Deloitte, McKinsey, Accenture and others, while as many as 22% of task types are expected to disappear because of automation and AI, up to 28% of new task types will be created. As the nature of work changes, the key is to evolve human labor alongside digital labor.
This makes looking to the future fun! The current trend is optimizing omni-channel experiences and helping the customer access tools to solve problems effortlessly themselves. For Percepta what does that mean? Video capabilities so a customer can show you what’s wrong instead of trying to explain it? Specialized Customer Experience Specialists who can focus on solving specific issues due to fewer Inquiry calls? These are just some of the possibilities that we need to explore to ensure that we are at the forefront of CX in the future.
Our goal is to make it easier for our company to deliver an effortless experience to our customers by anticipating what our customers are going to need Now, the Near, and in the Future.