IMPOSSIBLE THE LIMITS OF AI TO DETERMINE

According to Dilip Bhatia, VP, Chief Customer Experience Officer, Lenovo, we can expect the next few years to be significant for the acceleration of Al technology, and with the popularity and commercialization of technologies like ChatGPT (and others), our world will become far more efficient in many ways.

The pandemic saw a "techceleration," of the changes that came about  what are some in CX as a result?

During the pandemic, the world had to make quick adjustments to meet external and internal customers' needs once face-to-face interactions were no longer an option. Investment in technology to help mitigate the distance created was mandatory to ensure consistent engagement among teams, partners, and customers. Those changes included designing new working models (working from home, hybrid models) and using technology to facilitate that transition with remote collaborative tools, differentiated support delivery, and adjusting process and policies to reflect the new reality.

We noted how the importance of audio and camera skyrocketed for products being used by people working, learning and creating from home. Based on gathered consumer feedback, device users of all ages suddenly started caring about their camera and sound quality. We even had to sticker where these were on laptops at first because some people had never used them before. As a company, we wanted people's equipment to be optimal for their changing needs, no matter if it's an entry level product.

Also, there was a major shift in meeting customer expectations. I tell my colleagues that our competition isn't strictly other PC makers regarding how high we set the bar on service. Rather, our competition is from innovation rivals across other categories. Companies born on the Internet have eliminated much of transactional friction that can bog down operations which served them well during techceleration', as such, their customers have the same high expectations of all companies. Lenovo is ahead of the game in part to its already customer-centric company culture.