As organizations in various industries, including higher education, continue to have more access to data, the key challenge lies in transforming this data into actionable insights. This transformation is particularly crucial for enhancing customer experience strategies. Today’s consumers and employees expect a more personalized and seamless interaction with an organization’s contact center, as highlighted by the 2022 Gartner research.
Both consumers and staff members, such as college students and employees, value a coherent and connected experience that can mitigate burnout and enhance efficiency. By leveraging data analytics and AI solutions, organizations can act on user feedback to provide personalized and smoother experiences for students and staff members.
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Personalizing the Student Experience
In the past, a personalized CX journey may have involved receiving tailored emails. Today, universities are striving to connect with students across various platforms in real time using data and analytics. CX strategies should be tailored to the specific needs of institutions, connecting various departments such as admissions, academics, public safety, and more. Leveraging data with analytics and AI can elevate organizations from surviving to thriving.
AI tools can provide insights that enable companies to deliver personalized messaging and interactions based on customer data, as noted in a recent CDW white paper.
63%
Percentage of customers who feel that companies need to be better at listening to feedback
Source: Qualtrics, “2024 Global Consumer Trends Report,” Nov. 15, 2023
Advancements in AI for the Contact Center
AI continues to be a focal point for industries, with major vendors enhancing their solutions with AI-powered features. Companies like Cisco and Google Cloud are incorporating AI assistants and generative AI to improve customer interactions and agent efficiency.
Research by Qualtrics shows that consumers expect companies to listen to feedback and offer better treatment, highlighting the importance of AI augmentation in customer service. Colleges and universities can benefit from revitalizing their CX strategies to improve student and employee satisfaction, leading to improved retention rates.
Choosing CX platforms deploying AI features can streamline the customer journey and enhance agent support. Features like structured summaries and emotional detection can lead to a smoother CX experience and improved agent assistance.
