Andy Cullwick, head of marketing at First4Lawyers
Rizz may be the word of 2023, but mine would have to be AI.
With the huge leaps that artificial intelligence, and in particular ChatGPT, has taken over the last 12 months, we’d all be forgiven for thinking we were about to be automated out of a job.
The good news is that, when it comes to customer service and the ever-changing needs of consumers, as our latest white paper attests, there is still very much a place for people skills.
Indeed, the demand for them is growing. Once termed ‘soft’ skills, qualities such as the ability to communicate effectively and show compassion and empathy have been rebranded as ‘durable’ and essential to achieving success in today’s business world.
Expert opinion
Consumers want to feel listened to, valued and understood, and in a competitive market with so many options available, they won’t stick around if those needs are not met.
Don’t just take my word for it – various customer experience experts have carried out their own research and arrived at the same conclusion.
“The things we say over the phone, face-to-face or via online channels such as live chat or social media can make the difference between a customer feeling validated or under-valued,” telephone answering and live chat specialist Moneypenny says.
A report by data company IPSOS – ‘The forces of customer experience’ – also highlights the benefits of building a relationship with your customers:
“When a customer is emotionally attached, they are far more likely to exp