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Autonomous Xperience: Technology Serving People

In: Customer Xperience Leadership A Blueprint to Maximize Performance

Author

Listed:
  • Chezy Ofir
  • Nadav Goldschmidt

Abstract

Customers can get what they need from companies in two avenues: humans (people serve customers), or technology (people serve themselves autonomously). In the past, autonomous service (i.e., selfservice) was a limited option and most of the service was received from humans. Now, it’s the opposite. Most interactions with companies occur through self-service. People are replaced by websites, kiosks, and other smart machines. That isn’t a bad thing. Customers aren’t just ready for self-service; almost 70% of them actually prefer to use it over human support [1]. Companies without an effective self-service portal might alienate customers, especially young ones…

Suggested Citation

  • Chezy Ofir & Nadav Goldschmidt, 2024. "Autonomous Xperience: Technology Serving People," World Scientific Book Chapters, in: Customer Xperience Leadership A Blueprint to Maximize Performance, chapter 11, pages 163-180, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9789811264092_0011
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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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