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Are you coming to the Engage Customer Summit?
Bob & Jeremy will be speaking at this year’s Engage Customer Summit, looking at Disloyal Bonding, AI and what happens when the conversations left for your people are the ones that technology can’t handle.
If you’re heading to the Engage Customer Summit at Evolution London on Thursday 8 October, come and find them on the Loyalty, Retention & Growth Stage from 3.05-3.30pm. The Summit runs across two days, with seven stages covering some of the biggest issues facing customer experience teams right now.
Their session is called:
Disloyal Bonding: How Siding with Your Customers is Killing CX and All AI Innovation
Disloyal Bonding is something we’ve been hearing in customer conversations for years. It happens when someone tries to build rapport with a customer by siding with them against their own organisation.
“I know. I don’t agree with the policy either.”
“Don’t shoot the messenger.”
“You might be better off going elsewhere.”
It can make a difficult conversation easier in the moment, but what does it leave the customer thinking about the company they’re dealing with?
And now there’s AI to think about too.
As AI handles more of the straightforward customer contact, the conversations reaching people are changing. They’re more likely to be complex, emotional or simply difficult to resolve – which makes the skills of the person picking up that conversation even more important.
So what happens when Disloyal Bonding creeps into those conversations?
In typical Reality style, Bob and Jeremy will bring the problem to life on stage, with some examples of how these conversations can go wrong – and what can happen when they’re handled differently.
They’ll also leave you with an important question for any organisation investing in AI:
Where should AI end and the human conversation begin?
If you’re already coming to the Summit, we’d love to see you there.
Thursday 8 October | 3.05pm-3.30pm
Loyalty, Retention & Growth Stage
Evolution London
And if you’re not booked yet, you can find out more about the Engage Customer Summit here.