The Ultimate Question

Many organizations are experimenting with the adoption of AI chatbots across a range of use cases for marketing, sales and service, which is expected to shape the future of experience management. If you're working on this yourself or have asked people on your team to look into these opportunities, you likely have a lot of questions. Research into this topic could take weeks. But what if you used ChatGPT to speed things up? How quickly could you do it then, and how good would the answers be? Would it be most useful as a launching off point, or would you actually get the answers you need?

To begin exploring the intersection of AI and CX, we took a page out of The Hitchhiker's Guide to the Galaxy. In this hilarious book, when the supercomputer, Deep Thought is asked the answer to the “Ultimate Question”, it replies 7.5 million years later with the answer “forty-two.” As it turns out, Deep Thought gave the answer it did because the question was vaguely formulated. So, what better way to avoid asking the wrong questions about the impact of AI than to first ask the AI to come up with the best questions to ask? So let’s give it a try with ChatGPT. 

This blog is the first in a weekly series, focused initially on getting the questions right. Then we’ll give ChatGPT a chance to answer your favorite questions in one summary blog.  Then we'll share our own thoughts on these questions in additional blogs that provide a bit more thought on specific questions that spark the most interest. We hope you'll join in the conversation too!

So to kick things off, let’s run a fun experiment. Take a look at these ten questions below, half of which we came up with ourselves and half of which were developed asking ChapGPT. Can you tell which are which?

1. How will AI and machine learning change the game for value creation from investments in CX?

2. What are the best practices for integrating AI into a company's CX strategy and operations, and how can this be done in a way that aligns with business goals and values? 

3. How can I stay ahead of the curve in CX innovation and technology, while also staying true to the core principles of customer-centricity and empathy?

4. How can AI be applied to optimizing human-to-human experiences vs. just automating and personalizing digital experiences?

5. What’s the right balance between leveraging AI to drive insights and keeping it simple and transparent so that people trust them?

6. What are the best practices for designing AI-powered CX interactions that are natural, intuitive, and effective?

7. What’s the next best frontier for AI to create value in CX beyond reducing call volumes and automating work by call center agents?

8. How can AI be used to get beyond the limitations of survey-based approaches?

9. How can I use AI to help create a more customer-centric culture?

10. How can I identify and prioritize CX initiatives that will have the greatest impact on customer satisfaction and loyalty?

While the questions above are in random order, they hopefully don't seem too random and would be questions you'd like the answers to yourself!

We’d love for you to join the conversation on LinkedIn. Can you tell which were generated by ChatGPT? Also, for which of these questions would you most like to see the answers? Are there other questions you have that aren't include? 

Looking forward to the conversation! Stay tuned for more this next week.

To see a recent blog on balancing the Art and Science of experience management, click here