DCX Links | June 9, 2024
From Robo-Baristas to Redesigning work: This Week's CX Hot Takes!
Weekly inspiration, education, and coaching for customer-obsessed leaders.
Here are this week’s must-read links:
Robo-Baristas
What would you do with all the time?
Is That Really You?
Jobs to Be Done
Revving Up CX: Lessons from Rivian's Software-Driven EV Revolution
Redesigning Work
Enjoy!
Robo-Baristas
I’ve seen something like this on a very small scale at a local Japanese restaurant. They deliver our drinks using robots. But this company and video take it to another level entirely.
In the video, Naver showcases its "Rookie" robots navigating through a 36-floor building, delivering items like packages, coffee, and lunch directly to employees.
These robots are complemented by "Ambidex" robots, which are dual-armed and designed for safe interactions with humans. Both types of robots are connected to Naver’s ARC system, which leverages cloud computing for centralized navigation, planning, and processing.
Additionally, Naver has developed RoboPort, a dedicated elevator system for the efficient vertical movement of these robots between floors.
This demonstration highlights the potential of integrating robotics into everyday environments, showing how they can streamline operations and improve service delivery.
Why it matters: Naver’s putting its robots to work in the ‘real world’ — and while the location is just a testing ground for now, it’s also a glimpse into how service robotics will be integrated into the mainstream sooner than many expect.
This is a valuable example of how automation and advanced technology can enhance customer interactions, making services more efficient and responsive.
On the one hand, embracing robot automation and advanced technology can lead to greater customer satisfaction, streamlined processes, and improved overall efficiency.
Businesses can free up their employees to focus on more complex tasks and provide a higher level of service, ultimately leading to a more positive customer experience.
On the other hand, there is a risk of reducing the personal touch and human interaction, which some customers may prefer.
Striking the right balance between automation and the human touch is crucial to ensuring that customers feel valued and understood without feeling like they are just another number in a system.
What do you think?
What would you do with all the time?
Zoom CEO Eric Yuan wants AI clones in meetings
Check out this fascinating conversation with Zoom's CEO, Eric Yuan. He has some wild ideas about the future of work and how AI will change everything.
First, Eric envisions a world where you can send a digital twin of yourself to Zoom meetings so you can go to the beach or spend time with your family while your AI avatar handles the boring stuff. Crazy, right? He thinks AI will automate a ton of tedious tasks like reading emails, scheduling meetings, and even making decisions on your behalf.
For CX professionals, there are a few key takeaways:
AI is going to be a game-changer. Eric sees AI transforming the workplace, making everything more efficient and automated. As a CX pro, you must consider how AI can enhance your customer experience, streamline processes, and free up your team to focus on more high-value tasks.
Personalization is key. Eric believes everyone will have their own customized AI model that understands their unique needs and preferences. For CX, this means using AI to deliver hyper-personalized experiences tailored to each individual customer.
Privacy and security are paramount. With all this AI and automation, ensuring data privacy and security will be more critical than ever. As you implement AI in your CX strategy, you need to prioritize responsible data practices and build trust with your customers.
Embrace the hybrid model. Even as AI takes over more tasks, Eric still sees value in face-to-face interaction. This means finding the right balance between automated, AI-powered experiences and genuine human connection for CX.
While some of Eric's ideas might seem far-fetched, like sending digital twins to meetings, the underlying principles of automation, personalization, and blending AI with human interaction are super relevant for CX. As a CX professional, you need to start preparing for this AI-driven future and thinking about harnessing its power to deliver amazing customer experiences.
Is That Really You?
Basically, fraudsters are using AI to create super realistic voice clones of customers. They can then use these fake voices to trick call center agents or wealth advisors into thinking they're talking to the real deal. This report found that a whopping 70% of call centers couldn't detect these deepfake attacks. That's a big problem!
For CX professionals, there are a few important lessons here: