Elevating AI driven sales through a human customer experience
In the ever evolving landscape of business, where sales experiences are now a blend of human and AI interactions. I’d like to initiate a discussion about a new emerging role that is in my opinion essential for organizations aiming to scale , survive and thrive.
The role of the Chief AI-Customer Experience Officer (CAI-CXO).
What is a CAI – CXO?
The CAI-CXO is a C level executive that specializes in AI human Customer Experience.
He is responsible for the complete customer experience in regards to all aspects of doing business with organizations from top of the funnel to bottom across all touch points.
His top priority is to create a balanced experience between AI and humans where both sides’ strengths excel and do not diminish in order to support an outstanding customer experience for now and the future.
Before we proceed, I think it’s important to clarify the concept of ‘customer experience’ and what expectations are associated with the term ‘experience’ from a customer’s perspective.
Customer experience (CX) refers to the overall perception a customer has of a brand after interacting with its products, services, or offerings. It is the sum of all touchpoints and experiences a customer has with a company, both online and offline.
Customers expect a seamless, highly personalized, and efficient interaction , easy access to information , quick issue resolution and tailored recommendations based on their needs when interacting with a brand or business.
Customers value a consistent and cohesive experience across all touchpoints, both online and offline, and expect businesses to listen to their feedback and adapt accordingly.
Additionally, customers appreciate a human touch in customer service interactions, even in the Ai age.
It’s important to remember that a customer’s perception of their experience begins well before they officially become a customer and continues even when they leave.
Is CAI-CXO the same as CCO or CRO?
The Chief AI-Customer Experience Officer (CAI-CXO) should be seen as an evolution of one of the two existing C-level positions. Specifically, it can be an extension of the roles of either the Chief Customer Officer (CCO) or the Chief Revenue Officer (CRO).
Over the past few years, we’ve witnessed how the customer experience significantly impacts a company’s ability to increase its revenue.
This makes it imperative to incorporate customer experience responsibilities into one of these two existing executive positions.
Today’s customer experience is already a blend of human and AI elements, working together to enhance the overall experience. When we consider its effects on revenue, we gain a clearer understanding of where we are heading and can become more forward-facing in our approach. This evolution in leadership positions recognizes the growing importance of both customer experience and AI in shaping a company’s success.
Chief AI-Customer Experience Officer’s Roles and responsibilities
Let’s look on roles and responsibilities of a Chief AI-Customer Experience Officer (CAI-CXO):
- Creating an AI-Human strategy of the customer experience
Design and implement company AI human strategy that creates the customer expectations across all touchpoints. This aims to offer a convenient, personalized, and responsive experience while maintaining a balance between Ai and humans in order to amplify both sides’ strength by seeing Ai as more than just a productivity tool to boost efficiency and complete repetitive tasks. - Leading AI-Powered Tool Development and implementation
Oversee the development and implementation of AI-powered tools, technologies and processes that support the company’s AI human strategy.
This involves collaboration with cross-functional teams to provide a holistic customer experience from inquiry to why beyond the end of the contract. - Establishing a customer feedback loop
Design and implement customer feedback loop throughout customer experience in order to be able to collect and analyze customer feedback to identify areas where the customer experience can be improved.
This includes using AI and humans to analyze customer feedback data to identify trends and patterns, and using this information to develop and implement strategies to improve the customer experience and GTM. - Translating Research into Action
Work with cross-functional teams like sales, marketing and product development to implement all findings of customer experience feedback loop research and data analysis. This ensures that insights are effectively translated into actionable changes and meaningful ways. - Balancing AI and Human Elements for Long-Term Growth
Maintain an AI human balance to ensure the company’s ability to excel and grow based on AI investment over the long term.
The CAI-CXO is responsible for defining and implementing company change management processes to support ongoing feedback loops between humans and AI. - Driving Revenue through Customer Acquisition and Retention
Responsible for the overall company revenue generated from customer acquisition and renewal, ensuring that the AI-human strategy effectively contributes to business growth.
Why do you need a CAI – CXO?
The straightforward reason is that if companies aim to gain more than just efficiency and productivity from their AI investments, they require a C-level executive capable of integrating various elements to offer a comprehensive experience. This involves leveraging AI tools beyond isolated, department-specific applications. More crucially, the role enables organizations to find the right equilibrium between AI and human input, ensuring that they continue to foster human creativity rather than solely relying on past data analytics
What are the KPIs for a CAI – CXO?
CAI – CXO’s success should be measured by renewal rates increase and $ value.
While the initial impact of this role may be seen in the growth of customer acquisition, its long-term value should be evident in the enhancement of customer loyalty, aligning with the organization’s long-term objectives.
From me
The mind shift of understanding that AI is here and taking a more increasingly active role in how we are conducting business is already made.
But are we aware of AI’s acceleration in increasing its maturity? Are we taking a min to look into the future understanding what it will look like in six months or even a year from now?
Organizations that don’t do that will be lagging behind, unable to compete in the fast path of doing business.
This role is the first step in understanding further and where an organization is heading. Needless to say that by investing in AI you would like to prepare for the future but by seeing it as a mere productivity tool addressing local departmental needs you will lose sight of the future, limiting organization growth, scale and ultimately the future itself.
Even if you think I am a bit dramatic, it is ok! There is no one way to success but you definitely agree that an holistic view of organization AI investment is a great idea
Gift:
I know you will start recruitment right now 🙂 so to make it easy on you I am providing you a gift below. A job description template for a CAI – CXO you can play with.
Be at the forefront of innovation and come back to share.
