Executive summary
AI is transforming customer experience (CX) by augmenting human capability. This guide from Quiq and Metric Sherpa explains how conversational, generative, and agentic AI can drive efficiency, personalization, and real-time problem-solving in your CX operations. It emphasizes that the goal is not to replace agents, but to empower them to focus on high-value interactions while AI handles routine tasks.
Guide
AI-Ready CX:
A Leader’s Guide for Change, Adoption, and Impact.
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Key insights
- AI in CX today:
- Generative and agentic AI now engage in natural, adaptive dialogue.
- AI supports quick wins (e.g., automating FAQs) and scales to handle complex, cross-channel interactions.
- Strategic frameworks:
- AI Readiness Assessment: Evaluate your current culture, data quality, team skills, technology, and strategic alignment using a simple 1–5 scoring model.
- Quiq’s Crawl, Walk, Run Approach:
- Crawl: Start with low-risk initiatives (e.g., automating routine inquiries).
- Walk: Integrate AI into more complex processes across channels.
- Run: Leverage predictive insights at scale to drive proactive engagement.
- Addressing common misconceptions:
- AI is a tool for enhancing human roles—not eliminating them.
- Modern AI solutions are designed with business users in mind, reducing complexity and cost through consumption-based pricing.
- Implementation essentials:
- Identify high-impact use cases that deliver measurable benefits.
- Build cross-functional stakeholder alignment and address change management through clear, consistent communication.
- Choose the right AI solution by evaluating build, buy, or buy-to-build options to balance speed, flexibility, and control.
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How to use this guide: Your quick start action plan
By following these steps, you can confidently transition from planning to execution—ensuring that AI becomes a transformative force in your customer experience strategy.
- Assess Your Readiness:
- Use the AI-readiness checklist to score leadership alignment, data quality, team skills, technology, and strategic fit.
- Identify friction points (e.g., long wait times, repetitive tasks) where AI can immediately add value.
- Define Your First Use Case:
- Prioritize a manageable initiative—such as automating FAQ responses or providing real-time agent assistance—that aligns with strategic goals and delivers quick wins.
- Develop a clear user story (who, what, why) and set baseline metrics (e.g., CSAT, response times, cost-per-contact).
- Plan and Pilot:
- Apply the Crawl, Walk, Run framework:
- Crawl: Launch a pilot to test the use case and collect performance data.
- Walk: Expand integration and refine workflows based on initial feedback.
- Run: Scale across channels and continuously optimize using real-time analytics.
- Establish a simple roadmap with milestones and assign an AI champion to lead the pilot.
- Apply the Crawl, Walk, Run framework:
- Engage and Communicate:
- Secure cross-functional buy-in by addressing common fears and setting realistic expectations.
- Use tailored communication (e.g., stakeholder maps, Q&A forums, sample emails) to keep teams informed and engaged.
- Measure, Learn, and Scale:
- Monitor performance against defined KPIs (e.g., resolution rates, ROI, CSAT).
- Use pilot outcomes to iterate and plan a phased, scalable AI deployment.
- Next Steps
- Review and Refine: Regularly assess your progress against KPIs and adjust your strategy to maximize impact.
- Reach Out for Support: Consider engaging with AI experts or contacting Quiq for a personalized consultation to accelerate your journey.
