How To Create Concierge-Level Experiences In An AI-Fueled World
AI can enhance customer experience by supporting personalized, concierge-level service, but it should not replace human interaction. When used effectively, AI helps employees remember customer preferences and history, enabling more meaningful engagements. The key is balancing technology with human relationships to avoid commoditization.
- ▪AI tools like CRM and chatbots are designed for transactions, not building customer relationships.
- ▪Customer experience must go beyond automation to include personal connections that differentiate businesses.
- ▪AI can support employees by recalling customer data, helping them deliver more personalized service.
- ▪John Kim of Sendbird emphasizes that AI should enhance, not replace, human roles in customer experience.
- ▪The goal is to use AI to scale the kind of attentive, anticipatory service provided by a hotel concierge.
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LeadershipLeadership StrategiesHow To Create Concierge-Level Experiences In An AI-Fueled WorldByShep Hyken,Contributor.Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker.Follow AuthorMay 17, 2026, 08:00am EDT--:-- / --:--This voice experience is generated by AI. Learn more.This voice experience is generated by AI. Learn more.Even when using AI, give customers a concierge-level experience.gettyIt doesn’t matter what business or industry you are in, B2B or B2C, customer service and customer experience (CX) are essential to surviving. Competitors will try to take your business. Often, they sell the same or similar products or solutions and use pricing strategies to lure customers away.
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