Njengoko iinkampani zihlanganisa i-intelligence ye-artificial, i-challenge yokugcina ukuxhaswa kwamakhasimende ebonakalayo kubalulekile kunokuba kwakhona, kufuneka iingcali ezinokufumaneka ukuxhaswa kwe-data-driven efficiency kunye ne-human-centric engagement. Njengoko iinkonzo ezininzi ziquka kwiintengiso ze-artificial intelligence ukuze iinkonzo ze-scale, i-challenge yokufunda iinkonzo ze-client engaphezulu. I-tech sector iye kwi-crossroads, i-balancing i-drive for efficiency ne-need for empathy and trust that underpin lasting customer relationships. Ukulungiselela okuqhubekayo kuxhomekeke kwizilwanyana ezintsha zeengcali ezinokufundisa kunye neengxaki ze-data-driven kunye ne-human-centric zeengxaki zeengxaki zeengcali. Chinedu Okafor, a London-based Customer Success professional, iye yasungulwa umdla kule ngxaki. Nge-experience ezisuka kwi-global multinational ezifana ne-Ericsson ukuya kwi-environment ye-Y Combinator-backed start-up, i-Doola, umsebenzi wayo ibonise ukucacisa indlela yokusebenzisa ubuchwepheshe ukwandisa, kodwa akukhawuleza, i-human element. Umgangatho wayo, ebonakalayo kwimeko ye-economics kunye ne-strategy, inikeza iinkcukacha eziliqhelekileyo ekwakha i-scalable, i-effective, kunye ne-empathy client success frameworks for a global market. Ukufumana i-Innovation kwi-Customer Friction Ukufumanisa iimfuno ze-innovation kwi-Customer Engagement kufuneka uxhomekeke kakhulu kwi-Customer Behavior kunye ne-Business Objectives. Kwi-Okafor, iingcebiso ezininzi ezininzi ezininzi zokusetyenziswa kwinkqubo entsha ziye zithunyelwe kwiimeko ze-tremor kwi-customer journey – iindawo apho abathengi bafumane, bafuna ukhuseleko, okanye zibonise iimfuno ezikhoyo. "Ukuchaza ngexesha apho iimfuno zeengcali kunye neengcali zebhizinisi zihlanganisa. Ndingathanda ngokukhawuleza indlela abathengi usebenzisa iimveliso, apho bafumane, kunye neengxaki zilandelayo," Okafor ibonisa. Ukusabela le mfuneko ukuguqulwa kwe-observation kwi-strategy eyenziwe ngempumelelo, ukuguqulwa kwe-utility ye-product kunye ne-customer value. Oku kuxhomekeke ne-necessity for Customer Success Managers . I-mindset ye-inventor xa ibandakanya i-AI Ukugqibela, Okafor ibonisa ukuba le nqubo iyatholakala kwiimiphumo ezininzi: "Ukuba ngoko, ukufumana iinkqubo ezintsha akuyona kuphela kwi-creativity; kufuneka ukuguqulwa iinkcukacha kwi-engxaki ezininzi, ukugcina okuhle, kunye neentengiso ezininzi." Le philosophy ibonise i-innovation njenge-driver efanelekileyo ye-commercial results, i-perspective ebonakalayo kwi-growth of the global economy. ukufumana iinkcukacha ezininzi zebhizinisi. I-AI I-Sentiment Analysis Tool Market Ukuguqulwa kwe-Risk kwi-Trust I-feedback ye-negative yi-part of the customer’s lifecycle, kodwa indlela yokusabela kwinkampani inokukhuthaza i-frustration ye-client okanye ukuguqulwa kwimeko ye-risk kwi-foundation ye-trust. I-Okafor ye-strategy, eyenza i-feedback ye-negative ngexesha le-25%, ibekwe kwi-observation ebonakalayo ukuba i-problem ebonakalayo kuphela kwi-product yenyewe, kodwa ne-impersonal nature ye-reaction. "I-Strategy yaqala nge-observation elula. Uninzi le-feedback ye-negative ayikho malunga ne-product yenyewe, kodwa malunga ne-reactions ezisetyenziswa" uye uthi. Ngokuphendula, uye yenza i-model eyakhelweyo ekubeni iingxaki ezizodwa kunye ne-empathy kwaye ibonise indlela elula lokuphendula, i-tactic ebonakalayo ukunyaniseka ukunyaniseka kwimfuneko ye-empathy. Kwakhona kwihlabathi ye-tech-enabled. Iinkonzo ze-human-powered Customer Service "Ukufundisa ukuba ukuxhaswa ngokucacileyo kunokuthintela imizuzu ye-risk kwi-chance yokufunda ukhuseleko," Okafor ibandakanya. Le nqakraza akunciphisa kuphela iingxaki, kodwa nangakuthintela iinkonzo, ngokuvumela ukuba ukuxhaswa komntu kunokwenzeka kwinkqubo yokusebenza kakhulu. Oku kubandakanya nezifundo zibonisa iiprojekthi zokuphumelela kwamakhasimende zihlanganisa i-churn, ebizwa ngokuba yi-onboarding engaphantsi kunye ne-function adoption, ngokutsho . I-2024 I-SaaS Industry Benchmarks ukusuka Feedback ukuya Roadmap Ukuze i-Customer Feedback iya kuba i-asset ye-strategic, kufuneka ifakwe ngokuxhomekeke, i-analyzed, kwaye ifakwe kwi-life cycle ye-development ye-product. Ukubhalisa nje iingcebiso ze-rouge kunokwenzeka kakhulu. Ukusetyenziswa kwe-approach ye-structured kufuneka ifumaneke iingcebiso ze-customer ngamnye kwi-customer ye-classified, i-classified, i-classified case for strategic change. Umgangatho we-Okafor kubandakanya ukuhanjiswa kunye nokuquka. "Ndiya kuqinisekisa ukuba i-feedback yeenkcukacha kubathengi ifumaneka ngokuguqulwa kwi-imeyili zeemveliso ezisetyenziswa," uhlaziyo. "Kwiindawo yokuthumela iingcebiso zentsimbi, ndiyifaka iingcebiso kwiingxaki kunye nokuquguquka ukuze imiphumo kunye neengcebiso zibonakalayo." , leyo usebenzisa i-NLP ukuyifaka imibuzo yabasebenzisi. I-Qualtrics XM Platform Ukugqibela umjikelezo kunye nokufunda ukhuseleko oluthile, uyakwazi ukuxhaswa kunye nabathengi. "Ndiya kufutshane neengxaki kunye nabathengi ngokuthumela ukuba izibuyekezo zayo ziye zibonise i-roadmap," ufakelo. Le mveliso yokukhuthaza izibuyekezo zeebhizinisi ikakhulu kunye nezixhobo ezisebenzayo. ukusuka kwi-call transcripts kunye ne-support tickets ukucacisa iingxaki ezijoliswe kwi-scale. AI ukuyifaka idatha unstructured Ukusetyenziswa kweempathy Izici ze-operational efficiency kunye ne-customer-centricity ziyafumaneka njengezingxaki, kunye ne-automation efumaneka njenge-threat ye-personalized service. Nangona kunjalo, xa ifakwe ngokufanelekileyo, iintlobo ezimbini ziyafumaneka ngamnye. Nge-automating iingxaki ze-routine, amaqela ziyafumaneka ukuba zihlanganise kwi-impact-high interactions apho ukucacisa umntu kubaluleke kakhulu. "Ngaba awukwazi ukufumana i-efficiency kunye ne-customer-first njenge-opposites. Ngoku, iintlobo ezimbini ziye ngokufanelekileyo ngokufanelekileyo," i-Okafor ibonisa. I-synergy yenzelwe ngokucophelela iinkqubo ezivela ukuchithwa kwizithuba le-client. Oku kwenza i-capacity ye-engxaki ye-deeper where it counts, ngokucophelela ukuhlaziywa kwe-industry ye-importance ye-engxaki ye-engxaki . I-Human-AI Sales synergy "Nge-automating iingcebiso ze-routine kunye nokwakha iinkqubo ezininzi, ndifumana ukuchithwa kumakhasimende nabasebenzi. Oku kutshintshe ixesha elide ukufikelela kwiingxowa ze-high-value apho ukuxhaswa komntu kubalulekile kakhulu." Ukubonisa iimveliso ezifanelekileyo ze-approximation. Iingxoxo zeengxoxo zeengxoxo zeengxoxo zeengxoxo zeengxoxo zeengxoxo zeengxoxo Ukuvunwa kwe-AI Era Kwiimeko yobugcisa namhlanje, ukugcinwa kwamakhasimende iye yaba iinjongo yokuqala yokukhula okuqhubekayo. Kwiimveliso zehlabathi zehlabathi, iingxaki ezininzi zihlanganisa ukubonelela iimvavanyo epheleleyo, izinga okusezingeni eliphezulu ngexesha lokuhamba iinkcukacha ze-AI. Kwimeko akuyona ukuba, kodwa indlela ukwenza ngokufanelekileyo. Ukusetyenziswa kwe-AI kwi-Customer Success "Iimeko ezininzi ezininzi zokusebenza kumazwe ngamazwe ngamazwe ngamazwe ngexesha elidlulileyo zihlanganisa, ukuvelisa, kunye nokusetyenziswa kwe-AI ekhuselekileyo kumakhasimende," i-Okafor ibonisa. Nangona i-B2B SaaS i-industry isibophelela kakhulu. Ukubuyekeza ukuba kufuneka uvavanyo okuqhubekayo. Uyakholelwa ukuba izinga elandelayo lokuphumelela kubathengi iya kuthatyalwa kwiinkampani ezihlabathi i-balance phakathi kwe-tech kunye ne-connection ye-human. I-Retention Rate phakathi kwe-90% kunye ne-95% "I-AI ikwazi ukuguqulwa umdlalo njengoko inikeza iinkonzo yokubonisa iimfuno zeengcali kunye nokusetyenziswa kwiprosesa, kodwa kufuneka kuxhomekeke kunye ne-human element eyenza iinkonzo ezininzi." Le nqakraza kubalulekile yokuhamba kwi-ethical complexities ye-AI, njengoko kuxhomekeke kwiziganeko ezifana ne-AI. . I-Conference ye-Corporate Governance & Ethics eYurophu ye-AI Ukusetyenziswa kwe-innovation kwi-scale Kwimeko apho inkampani ibhizinisi isebenze ngokugqithisileyo indlela yayo yokuqinisekisa ubugcisa kwinxalenye lwabathengi. Nangona ngamazwe ngamazwe ngamazwe kunye neengcali ezihlangene ukuphucula ubomi lwabathengi, iindlela zabo, iipriorities, kunye neengxaki zihlukile kakhulu. Iimazwe ngamazwe amaninzi zihlukile i-scale kunye ne-compliance, kwaye iimveliso ze-startups zithembisa ngokushesha kunye ne-experimentation. I-Okafor ine-experience embalwa kumazwe omnye. "Kwiinkampani zamazwe omdala, i-focus iye kwi-scale kunye ne-compliance, ngoko i-innovation ikakhulu kunceda ukufumana izindlela zokuphucula ngaphakathi kwinkqubo ezijwayelekileyo," uqhagamshelane. Le nophuhliso olungagqiba ngokubanzi kunye ne-startup environment, njengoko ngaphezu kwinqanaba Ukusetyenziswa kwe-Hyper-Personalized interactions. Iimpumelelo ze-Customer Success Teams zihlanganisa kwi-AI "Kwi-startups, isantya kunzima ngokukhawuleza kwaye kunezinto ezininzi zokufunda. Kwi-Doola, ndiyabakhokela iinkqubo ezintsha zokufunda, i-automation, kunye ne-segmentation, kwaye ndingathanda iziphumo ezininzi ngokuzenzakalelayo," i-Okafor ibonisa. Le ukucaciswa kubaluleke, njengoko iinkqubo ezahlukeneyo zinokufuneka izicwangciso ezahlukeneyo, njengoko ukusetyenziswa kwe-AI ezifana neengxaki ze-imeyile ze-e-mail zibonisa izinzuzo ezingenalutho. High Impact, low-complexity iimpawu I-Future ye-Customer Experience I-Technology kunye ne-Customer Experience ibandakanya ngokushesha, kunye ne-AI kunye ne-Automation zithintela indlela yokufaka iinkampani kunye nabathengi zabo. I-industry ibandakanya ukusuka kwimodeli ye-reactive ukuya kwimodeli ye-proactive kunye ne-predictive, apho iinkampani zinokufumaneka iimfuno kunye nokuphendula phambi kokuba abathengi bafumane. Le nqaku kufuneka i-visio ebonakalayo yokuthintela amandla le-tech kunye ne-focus ebandayo kwi-connection yabantu. "Ndiyazi ukuba ubuchwepheshe kunye neenkcukacha kubathengi ziya kubandakanyeka nangaphezulu, kwaye i-AI kunye ne-automation zibandakanyeka ubunzima kakhulu ekubeni iinkonzo ezivela kumakhasimende zabo," u-Okafor ibonelela. Nangona kunjalo, uxhomekeke ukuba ubuchwepheshe kuphela ayikho isisombululo epheleleyo. Le nophuhliso yintloko kwiiziganeko ze-industry efana ne-Okafor. . Izixhobo ze-CX Expo "Ukuguqulwa kuya kuba ukusuka kwisekuselo se-reactive ukuya kwiimvavanyo ze-proactive kunye ne-predictive, apho iimveliso zithembisa iimfuno phambi kokuba abathengi bafumane," wabelana. Indawo yayo yobugcisa ukuba uqhagamshelane kule paradigm entsha. Le nqaku lihlanganiswa kwi-industry, kunye nezinye iimvavanyo afana ne-The World Economic Forum. kwakhona ukucacisa i-AI-driven engagement kunye ne-personalization kwi-scale. I-Customer Success Festival Ukufumana i-voice ye-authentic Kwi-industry ebonakalayo kwi-frameworks ye-theoretical, abaculi abaculi abafuna ukufumana i-voice eyodwa kunye ne-resonant. I-key kunokwenzeka ukufumana i-theory entsha, kodwa ukuxhaswa ngokwenene kwimvavanyo ebonakalayo. Iingcebiso zeengcebiso kunye neengcebiso ezininzi zihlanganisa kakhulu kwi-publishment kunokuba kwi-concepts ebonakalayo kunye ne-abstract. "I-advisory yam uqala ngokubanzi into efunyenwe kwi-experience yakho, nangona iingcinga elula. Izixhobo zihlanganisa ngaphezulu kwi-stories ezifanelekileyo kunokuba kwi-theories ze-polished," uyanikeza. Uyanikeza ukuxhaswa kwi-perfection, isiseko esifanelekileyo kunye ne-necessity for consistency. Kwiimeko zebhizinisi. Iinkqubo zokusebenza zokusetyenziswa kwe-AI "Khetha iingxaki ezinxulumene nawe, njengoko ukugcina, ukulungiselela, okanye ukusetyenziswa kweedatha ngempumelelo, kwaye uthetha ukusuka kwimeko," uye Okafor. Le nqubo ye-authenticity lihlanganisa iingxaki yayo ye-influence kwaye kubalulekile xa uthetha iingxaki ezincinane, njenge-necessity for a competence framework for . I-AI Ethics kwi-Higher Education Njengoko iinkampani ziya kubandakanya ubuchwepheshe eziphambili kwiinkqubo zayo, iingcaciso zeengcali ezifana ne-Okafor, eziquka umgangatho wokufanelekileyo kunye ne-human-centric, iya kuba nangaphezulu kakhulu. Ixesha elandelayo lokuphumelela kwamakhasimende akayi kuba ilawulwa kuphela yi-technology, kodwa kumazwe afanelekileyo eyenza amandla yayo ukuvelisa ukuxhaswa kwezilwanyana ezininzi, ezinxulumeneyo. 
 
 Oku kubhalwe phantsi HackerNoon's Business Blogging Program. Oku kubhalwe phantsi HackerNoon's Business Blogging Program. Oku kubhalwe phantsi HackerNoon's . I-Business Blogging Program I-Business Blogging Program I-Business Blogging Program

The is an opinion piece based on the author’s POV and does not necessarily reflect the views of HackerNoon.

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Chinedu Okafor kwi-Human-Centric Customer Success

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