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Human Xperience: People Serving People

In: Customer Xperience Leadership A Blueprint to Maximize Performance

Author

Listed:
  • Chezy Ofir
  • Nadav Goldschmidt

Abstract

The seismic transformation that technology has made in the way service is managed and delivered raises a far-reaching question: Is the service provided by humans expendable? In other words, can technology provide as good of a service as humans and replace them? A few years ago the answer would have been: “Definitely no.” But technology is advancing in such a rapid pace that now, in more and more cases, it can imitate a human and be an adequate alternative in certain situations. Currently, many customers who call companies receive service from machines (AI bots) and don’t even know it…

Suggested Citation

  • Chezy Ofir & Nadav Goldschmidt, 2024. "Human Xperience: People Serving People," World Scientific Book Chapters, in: Customer Xperience Leadership A Blueprint to Maximize Performance, chapter 12, pages 181-198, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9789811264092_0012
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    More about this item

    Keywords

    Customer Experience; Service-Leadership; Service-Related Technology (IOT; AI; AR); Hyper-Personalization; Customer Profitability; Measuring Experiences; Customer Journey; Customer Analytics; Human-experience; Self-Service;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

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