Customer Experience Consumer well-being
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Customers want to be heard and brands must listen. It’s critical that leaders have a pulse on what customers are feeling – the good and the bad – and understand the pain points of a frustrating experience. However, businesses are unprepared to support customer well-being and emotions – only 22% of leaders say that customer sentiment is used to personalize the experience a customer receives.

This is an opportunity to improve customer understanding with the help of technology. This year, companies will continue leaning into automation and AI to predict customer intent and sentiment. With advanced capabilities, support teams will be able to dig into these customer insights and also share them across the business.

Zendesk Sr. Director Teresa Haun joins host Jay Baer to discuss the latest CX trends.

Timestamps:

0:00 - Intro

0:22 - Where businesses are going wrong with consumer sentiment

0:53 - Consumer sentiment memory game

2:23 - Combating consumer frustrations with AI

2:56 - Personalizing the customer journey through sentiment

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#customerexperience #2023 #consumer #wellbeing