Many service organizations already use AI and even more plan to use it in the future. The growth of AI use over the next 18 months is projected at 143%, according to a new study. The third annual “State of Service” study comprised a survey of 3,500 customer service agents and decision makers in North America, Latin America, Asia Pacific and Europe conducted by Salesforce Research. While about a quarter (24%) of service organizations already use AI, more than a third (34%) plan to within 18 months. There are reasons behind the move to AI. Most (70%) customer service agents believe automating routine tasks would allow them to focus on higher-value work, according to the study. Customer service agents use AI in a number of ways, including gathering basic information (81%), to automate the handling of routine customer issues (75%), case classification and routing (74%), providing management with operations insights (71%) and pre-fill fields in the agent console (71%). Click Read More below for additional detail.
They’re like a frustrating older sibling. They get all the attention, and they get away with pretty much everything. They’re incredibly well-liked, and it seems like everyone aspires to be them. (Is it obvious that I’m a middle child?)
And regardless of how you feel about them, Patagonia is one of the most impressive brands out there. Why? Because they do so many things that other brands don’t.
Maybe you’re thinking, “Well, our brand doesn’t sell outdoor adventure apparel, so we don’t really care what Patagonia’s doing.” But if that’s your philosophy, I challenge you to think of it this way: When their polarizing campaigns, beautifully designed catalogs and killer social media efforts drive consumers to drop $800 on a parka, guess who Patagonia is taking attention (and dollars) away from? You.
Or maybe your brand has been in the “We want to be more like Patagonia!” camp before. You hired an agency to whip up an edgy campaign idea or a completely different catalog approach. You loved the work. It was so cool. But before it was all said and done, it was too cool, and you got cold feet. Which is exactly why there’s only one Patagonia. They’re fearless. They’re unapologetic. They’re authentic. They’re all the things that other brands are afraid to be.
But hey, it doesn’t have to stay that way. You can become your very own version of this powerhouse if and when you’re ready to take the plunge. These three strategies, all of which Patagonia executes consistently, will help get you started.
much more at: https://www.jschmid.com/blog/why-youre-not-patagonia/