What if, tomorrow, added value in customer relations lay not (or not only) in the development of Artificial Intelligence, but rather in the ability to develop Human Intelligence? What if "added warmth" were the new "added value" for companies?
Eurogroup Consulting, in partnership with the Institut National de la Relation Client (INRC), publishes Feel more to engage more, the new deal in customer relations in the age of artificial intelligence. The innovative format of this study enables us to launch a reflection around the transformations induced by AI within Customer Relations.
Transformation of customer relations, now a decisive factor in the purchasing act
Customer relations are made up of interactions that have become increasingly numerous and complex. At the same time, customers, boosted by the excellence of customer experience champions such as Amazon or Nespresso, are becoming increasingly demanding. They seek to experience positive emotions, whatever the mode or channel of communication. Customer relations are therefore becoming a strategic issue for companies. They prefer to build customer loyalty rather than prospect for new customers.
A transformation of Customer Relations professions, boosted by AI
AI implies a strong mobilization of the various players within the company: general management, business teams, IS teams.... It is revolutionizing operating modes, interactions and customer relations processes. This concerns all levels of the organization. Indeed, the need for cross-functional teams between business and digital is rapidly becoming apparent, as we move from a relationship of service providers to one of partners. New processes are emerging, requiring the development of new decision-making processes. In particular, they raise questions about security, ethics and skills.
"Beyond putting the customer back at the heart, our conviction is that we need to put emotion back at the heart of organizations, sectors and regions.
François Pouzeratte, Partner Eurogroup Consulting
Transforming skills to boost business performance
AI solutions take charge of certain cognitive aspects. As a result, they are revolutionizing the way tasks are carried out, simplifying, facilitating and lightening the load of human work... In addition, human tasks are also likely to be enriched. Human capital is becoming the major competitive advantage for companies: performance will no longer be measured by added value, but by added heat!
