Staying ahead of the competition means embracing the transformative power of AI! In Daktela's recent AI IN ACTION: Real-World Strategies for Customer and Employee Experience webinar, attendees explored how AI is enhancing both Customer Experience (CX) and Employee Experience (EX). These two aspects are critical for any organisation aiming for sustainable growth and a competitive edge.
Katie Stabler, CCXP, an internationally recognised Customer Experience expert from Cultivate, highlighted that the success of AI in customer interactions hinges on maintaining a human connection. “Studies reveal that 62% of customers still prefer personal interaction,” Katie shared. “However, 45% express dissatisfaction with their experiences, often leading them to consider switching providers.” For businesses, this represents a clear call to action: leverage AI to enhance - not replace - the human element in CX.
Katie’s insights emphasised that AI, when implemented thoughtfully, strengthens customer relationships and supports business growth. More businesses are recognising this; today, 30% of live chats are managed by AI chatbots, providing quick responses and personalised support. Customers satisfied with these interactions are also more likely to engage with chatbots in the future, underscoring the value of well-executed AI solutions.
Beyond CX, AI is transforming the employee experience. With AI handling routine tasks, employees focus on more complex, meaningful work. Research shows that 64% of employee time is now directed toward advanced tasks, thanks to AI automation. This shift boosts job satisfaction, reduces burnout, and allows for more professional growth.
Ondrej Pohl, from Daktela’s AI development team, shared that businesses using Daktela’s AI tools report remarkable improvements. “Eighty percent of companies integrating AI are extremely satisfied with the results, noting significant enhancements in both customer and employee satisfaction.” Ondrej’s insights reinforce AI as not only a powerful tool but also a strategic advantage for companies seeking a strong market position.
Effective AI implementation requires a solid organisational foundation. Success depends on a well-structured system and, crucially, employee engagement. Listening to end-users—the employees and customers—ensures AI solutions meet real-world needs, maximizing positive impact.
Daktela’s AI-driven solutions are designed with these principles in mind, balancing technological innovation with human-centric service. The webinar underscored how AI, when thoughtfully integrated, can reshape the future of CX and EX, helping companies provide exceptional service and foster lasting customer relationships.
If you’d like to find out more, please arrange a bespoke demonstration by clicking here.
