The Role of AI in Customer Experience: Enhancing Proactive Outreach

In the ever-evolving landscape of customer experience (CX), one major role that has rapidly emerged for AI is better proactive outreach. According to a global study by Metrigy, 69% of companies expect customer service to shift from mostly inbound to mostly proactive outreach by 2027. This shift is driven by the ability of AI to identify at-risk customers, recommend new products or services, enable proactive communication through various channels, and analyze responses to make necessary adjustments.

At a recent panel discussion at the Enterprise Connect conference, industry experts shared valuable insights and best practices for proactive outreach. The panelists included leaders from Mitel, Amazon Connect, Five9, and Verizon Business, who discussed the challenges and opportunities of implementing proactive customer service strategies.

One of the key challenges organizations face with proactive outreach is determining the frequency of customer outreach, selecting the right channels, understanding regulatory requirements, and leveraging AI and analytics tools effectively. Additionally, justifying the investment in proactive outreach technology can be a concern for CX teams, especially when it may increase the cost per call, a metric that many teams have been working to reduce.

To address these challenges, panelists emphasized the importance of aligning customer expectations with the vendor’s offerings, experimenting with different strategies, and measuring success based on predefined goals. It is crucial for CX teams to have a clear understanding of what they aim to achieve with proactive outreach and to work closely with vendors to ensure the technology is used effectively.

Furthermore, getting started with proactive outreach requires evaluating regulations, privacy, and compliance policies, as well as ensuring that tools can support campaigns across different locations. Building trust with customers by delivering value over the right channels at the right time is essential for successful proactive outreach.

In conclusion, proactive outreach powered by AI can significantly enhance the customer experience, but it requires careful planning, experimentation, and continuous improvement. By investing in the right tools, aligning with customer expectations, and prioritizing compliance and privacy, CX teams can create meaningful interactions that drive customer loyalty and satisfaction.