But when the latest CX data came in, he was shocked to see a new theme emerging: Customers felt that they weren’t seeing a significant value add in the service they were receiving. Yikes!<\/p>\n
Initially, Ben couldn\u2019t place his finger on the cause for this change. With so many new AI and tech tools at their disposal, why wasn’t his team conveying the added value to clients?<\/p>\n
Unfortunately, Ben’s not alone. Even as Customer Experience (CX) becomes key to winning business, many leaders are facing this struggle. Finding team members who can both leverage emerging tech and apply strong critical thinking skills to drive memorable CX by is becoming an industry challenge.<\/p>\n
Creative and analytical thinking are likely to top everyone’s lists of essential skills<\/a> for the foreseeable future. So what’s the hold-up?<\/p>\n A core reason for this increasing skills gap is the rise of a transient environment at work. Not sure what we mean? Let\u2019s consider a couple of contemporary work-life truths:<\/p>\n All these work realities lead up to a mindset and behavior that focuses on \u201cdoing\u201d over \u201cthinking\u201d.<\/p>\n When these processes become automatic, the switching off around critical thinking metamorphoses into a physiological shortcoming. For instance, researchers have long correlated the regular use of devices for navigation with the loss of grey matter in the brain\u2019s hippocampus, impacting long-term spatial navigation capabilities.<\/p>\n With overexposure to quick tech becoming a growing reality, it is a barrier that demands a well-defined combat strategy.<\/p>\n Customers equate advanced intuitiveness with good CX; the loss of critical thinking is threatening your revenue and growth. While leveraging AI and automation is non-negotiable, these alone cannot drive differentiated CX. Your customers don\u2019t want to pay for cookie-cutter solutions. If anything, they are willing to pay a premium<\/a> for powerful CX.<\/p>\n In a fatigue-inducing digital environment, customers crave the emotional intelligence<\/a> behind thoughtful personalized solutions. This calls for your employees to hone their creative thinking and problem-solving skills while working with AI and automation-generated output.<\/p>\n As a business leader, how can you make this happen?<\/p>\n Here\u2019s what we recommend:<\/p>\n A key reason why your employees are failing to apply critical thinking is the very nature of tech-led output. Traditional CRM and customer feedback tools tend to focus on quantitative metrics. These keep your employees from addressing the complex, emotional side of customers.<\/p>\n To do their best work, your employees need access to the real, authentic Voice of the Customer<\/a>. Rather than relying on a few cookie-cutter questions and ad hoc answers, it’s important to keep a continuous flow of feedback coming in. An advanced customer experience management platform can help to automate feedback flows, collect both metric and open-ended feedback, and provide deep analysis through review of key drivers, sentiment, and thematic trends. Keep in mind: The tool is not the solution, but it’s an important source of truth for those making decisions about next steps. Critical thinking is, well, critical!<\/p>\n For instance, when your employees use SogoCX<\/a>, they are compelled to:<\/p>\n All said and done, driving critical thinking is unlikely to come easy when popular culture is rife with the effortlessness of AI. Partnering with employees<\/a> to help them navigate fears around AI<\/a> and skills redundancy is the only way through. Professionals need to not only feel confident about their critical thinking skills but also correlate them to career growth. This is the only way the industry can get talent to embrace these innate skills.<\/p>\n It demands that you actively celebrate the role of critical thinking in business \u2013 discuss it at industry forums, highlight it in job descriptions and candidate interviews, prioritize it in your professional development programs<\/a>, and establish its role in your company\u2019s mission statement. As a business leader, you need to go the extra mile to spark conversations around the economic and social cost that we must attach to critical thinking.<\/p>\n Ready to foster critical thinking and CX at your company?<\/strong> Learn how SogoCX<\/a> can serve as the core of an innovative CX ecosystem. Connect with our team today to unlock a competitive edge!![\"bored](\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2022\/03\/GettyImages-919443940-1024x683.jpg\")
<\/p>\nThe big barrier<\/h2>\n
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The CX impact<\/h2>\n
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The transformation opportunity<\/h2>\n
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Accelerating critical thinking<\/h2>\n
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