How Will Customer Experience Change Post-Pandemic? - Journal

“The written channels will surpass by far the voice ones, also more people will be willing to interact to AI as they are moving more to digital/remote interactions.” – thinks Josue BERLANGA.

How have you been dealing with basically non-existent physical interaction with your customers? Is there something new you are planning to implement in order to increase digital customer experience?

We already have a remote model of service but we had to pivot the field force towards remote non face-to-face model.
Yes we are looking to implement video conference and chatbots to increase our services.

What are the risks of adopting vs. not adopting AI in customer support cycle?

We can separate this in two, first not offering a better experience (our consumers seek reduce time on getting things done) and second not being able to handle the volume on peaks or events like COVID-19.

What do you think will change in customer experience post-pandemic? Have you put into place plans to better prepare for any future unpredictable situation?

The written channels will surpass by far the voice ones, also more people will be willing to interact to AI as they are moving more to digital/remote interactions. Service level and time to solve will be crucial to all industries.
Yes, we will start with chatbots but will continue to invest in AI in automating processes and improve CX overall. Also having BCP plans ready in case our operations need it.

Josue BERLANGA, Head of Customer Care & Multichannel from Philip Morris International is an executive with a vast experience on customer care and CX, remote sales and eCommerce. Started his career as an agent and this has helped him to always consider consumer and agents on the equation on providing better service. With banking, telecommunications, retail and tobacco as background industries.