Autonomous Xperience: Technology Serving People

Chezy Ofir and Nadav Goldschmidt

Chapter 11 in Customer Xperience Leadership:A Blueprint to Maximize Performance, 2024, pp 163-180 from World Scientific Publishing Co. Pte. Ltd.

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…

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 (search for similar items in EconPapers)
JEL-codes: M1 M31 (search for similar items in EconPapers)
Date: 2024
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