Customer satisfaction is at an all-time low, and many companies are struggling to justify rising prices without adding value, according to the Wall Street Journal. The key to making your company more customer-centric? Focus on leadership.
Customer-centric leadership development and onboarding are critical. When most companies are cutting customer experience programs, the opportunity for you is to invest now, even in an uncertain economy. You can never go wrong by investing in your people and, in turn, your customer experience.
Customer experience is the great leveling field of our time — any company can improve its offerings and win customer loyalty. By enhancing the experience around a product, customers will not only return but also spread the word, creating more earned customers through referrals.
I recently presented the 8 Laws of Customer-Focused Leadership during RingCentral’s recent webinar, RingCX: Unveiling New AI Innovations for Seamless Customer Experiences. I shared stories of how companies like Trader Joe’s, T-Mobile, and Bark embody the customer-centric mindset at the leadership level.
My fellow presenter, Kira Makagon, Chief Innovation Officer at RingCentral, highlighted their vision of “bringing the power of cloud communications to businesses worldwide.” With the integration of AI, this vision is more powerful than ever, and the company’s secret to success lies in what they call TIP: Trust, Innovation, and Partnerships.
During the webinar, RingCentral shared the latest updates for RingCX, a cutting-edge, AI-powered contact center solution designed to deliver personalized and intuitive customer interactions. Seamlessly integrated with industry-leading unified communication solutions, RingCX empowers agents with real-time AI assistance, enabling them to provide faster, more accurate service. It also equips leaders with tools to enhance team performance, ultimately driving higher customer satisfaction. Success stories like AutoPay’s 20% time savings for customer reps underscore how RingCX transforms customer service, making it more efficient and impactful for businesses.
How AI drives seamless customer experiences
Building on these advancements, fellow speaker Jim Dvorkin, SVP of Customer Experience Products at RingCentral, introduced four new AI innovations within the RingCX platform that further elevate customer service capabilities. First, the Bring Your Own IVA (Intelligent Virtual Agent) allows businesses to create personalized, human-like customer conversations. This AI-powered self-service tool goes beyond traditional tasks like password resets or order tracking, allowing for automation of a broader range of customer interactions. Moreover, RingCX provides the flexibility to design custom conversational AI workflows, ensuring users a more accurate and tailored self-service experience.
In addition to enhancing self-service, RingCX also focuses on improving agent and supervisor performance with tools like AI Agent Assist and AI Supervisor Assist. AI Agent Assist monitors and analyzes 100% of interactions in real-time, providing answers to customer questions without opening another browser, which helps boost agent accuracy and efficiency. This feature is user-friendly and can be easily configured by any business. Furthermore, AI Supervisor Assist empowers supervisors by providing real-time alerts and insights during live calls, enabling them to address issues swiftly and effectively. To round out these innovations, the AI Quality Management feature streamlines coaching by automatically identifying areas where agents can improve, helping management develop actionable coaching plans that enhance overall performance across the enterprise.
Customer success stories
Bill Heep, Director of Strategy and Analytics at Autopay (auto financing), shared how RingCX helps manage Autopay’s daily 5000 inbound calls. Autopay has achieved a 20% ROI with RingCX, helping managers and agents save time.
Additionally, Joe Phelps, Director of Operations of Husband and Wife Law Team, noted that last month, after adjusting their call flow, their average speed of answer improved by 66%. The admin portal in RingCX allowed the law firm to test the adjustments on a small scale and track the data before pushing it out to the rest of the firm.
To dive deeper into these insights and discover even more actionable strategies, take advantage of the opportunity to watch the full on-demand webinar and take the next step in transforming your customer experience with AI.
Originally published Aug 28, 2024, updated Nov 12, 2024
