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Forward Thinking Customer Experience and Customer Service Strategy Podcast
Work Better, Not Harder – How Automation Really Helps

Work Better, Not Harder – How Automation Really Helps

Forward Thinking Customer Experience and Customer Service Strategy vor 3 Tagen

0:00

26:35

This episode brings together two leading podcasts to discuss the
real impact of automation and AI in customer service. Learn
practical steps, real examples, and common pitfalls in automation
projects, with actionable advice from experienced consultants.
Perfect for anyone interested in operational excellence and
customer experience.

Gregorio Uglioni, host of the Business Transformation Pitch with
the CX Goalkeeper and Partner at Forward Partners and Rémon
Elsten, Founder and Managing Partner of Forward Partners share
the following key learnings:

1) Balance automation and experience: Automation should improve
efficiency without harming customer experience or relationships.

2) Use value matrix for decisions: Analyze customer dialogues and
company value to choose the right automation use cases.

3) Avoid tech for tech’s sake: Focus on real business needs, not
just new tools or technology trends.

Relevant links:

Service Excellence Cockpit:
https://service-excellence-cockpit.ch/

Forward Partners AG: https://forwardwith.ch/