NEWSLETTER INSIGHTS
73% of customers say experience is a deciding factor in their purchasing decisions, right behind price and product quality.
They’re willing to pay more for the qualities that matter most: greater convenience, friendly and welcoming interactions and moments that leave a lasting impression.
That’s why 38% of business leaders now cite improving customer experience as the primary focus of their generative AI investments. AI is becoming a powerful tool to help frontline teams deliver faster, more personalized and more memorable service without losing the human connection that keeps customers coming back.
Elevating frontline operations to drive measurable customer satisfaction
For operational leaders, customer satisfaction scores are a direct reflection of your frontline’s capability, adaptability and consistency. The quality of customer service, operational efficiency, and ultimately, your bottom line depend on how well these employees are trained, supported, and enabled to respond in real time. Achieving that consistency is challenging with dispersed teams, evolving processes and constantly shifting customer expectations. .
Empowering HR to build a customer-obsessed frontline
The HR function also plays an indispensable role in building a customer-centric frontline. Engaged and well-trained frontline staff are your most persuasive brand ambassadors, directly leading to improved business outcomes. Organizations increasingly recognize training as a strategic investment in people. The objective is to empower the entire frontline ecosystem—from individual workers to frontline managers—with the confidence, skills and agility to drive measurable business outcomes.
▶️ Also read: 8 top customer service skills (including overlooked skills)
3 practical ways AI promotes CX excellence
The key to CX excellence lies in intelligent training methodologies and AI has the power to significantly improve those methods. Here are 3 ways AI can help.
1. AI-powered adaptive learning
Adaptive learning ensures every employee has the right answers and skills for consistent, personalized service. AI algorithms can analyze individual employee skill gaps, career goals, and learning preferences to curate tailored learning journeys, ensuring content is highly relevant and engaging, accelerating skill acquisition.
Axonify’s unique and powerful brain-science proven method immediately identifies strengths and weaknesses, corrections and reinforcement to accelerate learning and enhance engagement.
2. AI-powered content creation
Creating content can be both time-consuming and costly. Depending on levels of interactivity or complexity, creating a single hour of content can take anywhere from 49 to 716 hours of effort.
And while AI isn’t there to perform the whole process, it can definitely help speed things up. Here are two ways that Axonify specifically uses AI to accelerate content production:
Co-Creator uses AI to analyze existing business documents, such as SOPs or product manuals. It identifies key learning points and then automatically generates instructionally sound training content in various microlearning formats, including questions and videos.
Content Studio uses AI to streamline video creation and localization. It offers a library of over 1,100 AI avatars that can be used to star in training videos, eliminating the need for costly production. These avatars can be customized, and the platform uses AI to generate voiceovers and translations into over 70 languages, making it fast and easy to produce relevant, on-brand content for a global workforce.
3. AI to answer on-the-job questions
Your frontline’s ability to answer customer’s questions with confidence and accuracy has a direct impact on customer experience.
Did you know that it takes 90% of deskless workers, on average, more than 10 minutes to track down the right information for questions that they don’t know the answers to? Curious how much that information gap is costing your business? We built the hidden cost of information gaps calculator that can show you how much it costs your business, but also how much money you can save when implementing AI solutions like Max, Axonify’s AI assistant.
Max enhances customer experience by giving frontline employees instant, accurate information. Its multilingual support and access to verified company knowledge empower employees to confidently answer customer questions, ensuring consistent service and building trust. This leads to faster, more positive interactions and a better overall experience for the customer.
Learn how you can put AI to work for your frontline in our free resource: A practical guide to optimizing frontline performance with AI.
Get the free guide
Beyond service: Driving upsells, cross-sells and stronger relationships
The benefits of a knowledgeable frontline extend far beyond basic customer service. When routine customer support tasks are automated by AI, frontline agents are freed to focus on more complex and higher-value interactions that demand advanced conversational and technical skills. This shifts and elevates the complexity of frontline roles. Investing in continuous training allows organizations to “do more with less” while fostering an adaptable workforce.
Knowledgeable staff can actively drive upsells and cross-sells; they are better equipped to build stronger customer relationships by offering personalized recommendations and solving problems efficiently. Axonify’s AI-powered microlearning supports this transition by equipping frontline workers with skills to thrive in new, strategic roles, enabling efficient upskilling for higher-value tasks AI cannot fulfill. AI tools act as “co-pilots,” guiding employees through complex interactions and enhancing both the speed and quality of service.
Investing in frontline knowledge is investing in your brand
Investing in frontline knowledge is a direct investment in your customer relationships and brand consistency. Intelligent learning technologies ensure your frontline workforce is adaptable, skilled, and empowered to deliver highly personalized, dynamically adaptive and readily accessible customer experiences.
By prioritizing accessible, flexible and relevant learning, organizations can seamlessly integrate learning into the flow of work, leading to improved job performance and enhanced customer satisfaction. The future of your brand’s success hinges on an empowered, knowledgeable frontline that can navigate complex customer demands with confidence and expertise. Beyond customer satisfaction, a well-trained frontline also ensures safety and compliance.
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To find out how Axonify can help your retail operation visit them online or connect with them here.