AI IS MORE OF AN ENABLER THAN A DISRUPTOR

According to Sourav Ganguly, Head Premier Support at Lenovo Asia Pacific, we must look at the journey of the customer and customize accordingly. Today time is becoming very important at every touch point. The value is for the time and experience together. Edited excerpts from a video interview...

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The CX journey...

The customer experience starts from journey evaluation, then on to pre-purchase, purchase, and post-purchase. The next stage is the long-term relationship with the product and experience, till the customer moves on to the newer version or a new type of product or experience. In each touch point in that journey, there's an experience and a point of contact, and this defines CX. Looking at it in a simpler way: In whatever you do to make business more profitable and more efficient, the customer must be at the centre of everything.

Is Al a disruptor in the CX domain?

I personally feel that Al is more of an enabler than a disruptor. Technology advancement has been taking place for ages. Look at the experience of a customer going back to thousands of years in the Mesopotamian times when there was a barter system. They used to exchange things like wheat keeping in mind who is the best and most comfortable customer for them.