Discover how technology is revolutionizing customer experience like never before. Overcoming resistance to change is the first fundamental challenge businesses face in adopting new practices. Lack of a unified view of the customer journey creates a second challenge, leading to internal silos. However, a blended view of the customer across all points in that journey is transforming the approach to customer experience.

The emergence of self-service, accelerated by the pandemic, has been widely accepted by customers, offering convenience in various use cases. Moreover, AI is a game-changer, reshaping the customer experience landscape. Great customer experience leads to better marketing, improving understanding of customers, markets, and enabling personalized messaging.

Zoho focuses not only on customers but also on every employee involved in the customer journey, ensuring personalized experiences. Personalization works through customizable data, business-specific insights, and tailoring user experiences. Zoho's CRM platform, Canvas for CRM, allows businesses to customize experiences for each customer.

While self-service won't replace all person-to-person interactions, it proves invaluable in transactional needs and enables global reach for small businesses. For example, self-service is well-suited for transactional needs, such as address changes or password resets, eliminating the need for human assistance. So self-service optimizes human effort and reduces bottlenecks, resulting in better resource utilization.

However, human involvement remains essential in complex situations with higher risks or when anxiety might be created for the customer. Industries like insurance or finance still benefit from human interaction. There are numerous examples across industries, from managing insurance payments to updating credit cards on subscription services.

AI holds immense potential for enhancing customer experience. It aims to provide consistent qualitative experiences across millions of interactions, regardless of language or complexity. Furthermore, AI empowers small businesses with a smaller footprint to offer experiences comparable to a larger brand. Leveraging AI, small businesses can maximize employee effectiveness and explore new opportunities.

Zoho provides user-friendly tools like Zoho Books and Creator, streamlining day-to-day business operations. These tools free up time for business owners and core teams to focus on making an impact on customers and driving additional revenue streams. Software's biggest impact on customer experience lies in timely information processing, enabling businesses to make data-driven changes and see immediate results.

YouTube Chapters:
0:00 Introduction
0:30 Overcoming Resistance to Change
1:20 Unified View of the Customer Journey
2:10 Breaking Internal Silos
3:00 Blended Customer View
4:00 Rise of Self-Service
5:00 AI Revolutionizes Customer Experience
6:00 Impact on Marketing Effectiveness
7:00 Personalization at Every Level
8:00 Zoho's Approach to Customer Journey
9:00 Empowering Small Businesses
10:00 AI's Impact on Small Businesses
11:00 Self-Service vs. Human Interaction
12:00 Transactional Needs and Self-Service
13:00 Examples Across Industries
14:00 Zoho's User-Friendly Tools
15:00 Timely Information Processing
16:00 Conclusion

Hashtags:
#TechRevolution #CustomerExperience #DigitalTransformation #SelfService #AIInnovation #Personalization #SmallBusinessEmpowerment #DataDrivenDecisions #ZohoCRM #SoftwareSolutions

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