Human Xperience: People Serving People

Chezy Ofir and Nadav Goldschmidt

Chapter 12 in Customer Xperience Leadership:A Blueprint to Maximize Performance, 2024, pp 181-198 from World Scientific Publishing Co. Pte. Ltd.

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…

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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