Everyone Wants To Feel Wanted
With the advent of AI, there will be even more ways that, as customers, we can feel insignificant, pushed away, and unvalued. As AI enables businesses to automate more communication, I believe feeling wanted will become more valuable, not less. Efficiency can make a transaction easier, but human attention makes the person on the other side of that transaction feel significant. The companies that win will be those that build ‘Significance’ into their agent and customer contact centres, into their leadership so their teams feel significant, and into their sales teams, so they show genuine, emotional desire to win the prospects they are focused on and, once won, never take those clients for granted.