Can you picture a world where artificial intelligence (AI) and human connection go hand in hand, transforming customer experience (CX) in ways we’ve never seen before? It’s a fascinating idea, isn’t it? The “Strategy for Breakfast” podcast recently delved into this exciting topic. The star of the conversation was none other than Angelique Lofton, the Vice President of Client Services at CORT.
Meet Angelique Lofton: A True Advocate for Customer Service
Angelique Lofton is not just an executive at CORT; she’s a stalwart advocate for exceptional customer service. With an impressive 28-year tenure at CORT, Lofton now leads a large team handling day-to-day service for CORT’s customers globally. In the podcast, she proudly shares, “I’ve been with CORT for a long time. Everyone is dedicated to doing the right thing.”
AI Revolution: Keeping the Human Touch Alive
Now, let’s step into the riveting world of the AI revolution. As Lofton navigates this topic during the podcast, she emphasizes the irreplaceable importance of the human touch in an era dominated by AI. “AI can serve up relevant information to customers, but it cannot replace emotional intelligence and human curiosity,” she says. It’s a perspective that resonates with recent data showing most executives see AI as an accelerator in their CX discussions
Striking the Right Balance: CORT’s Customer-Centric Approach
How does a company strike the perfect balance between leveraging AI and maintaining the human touch? Lofton has some valuable insights to share. According to her, it all starts with understanding and meeting customer needs. She highlights how CORT uses CRM to manage all customer engagement. This approach helps create efficiencies while ensuring that the human touch remains central to our customer service.
Leading Organizational Change: A Unique Strategy
When it comes to leading organizational change, Lofton shares a unique strategy. “We survey our teams to understand what’s working, amplifying the positive aspects while addressing the areas of improvement,” she says. This approach has proven effective in driving change and gaining the buy-in of team members at CORT.
Peering into the Future: AI and Human Interaction
As we cast our gaze into the future, Lofton emphasizes the need for companies to make deliberate technology investments. “We’re committed to leaving no stone unturned, constantly examining every aspect of our business to see where improvements can be made,” she shares. It’s an urgent call to action, especially with global spending on AI projected to reach over $301 billion by 2026.
Join the Conversation and Share Your Thoughts
Intrigued by the blend of AI and human interaction in CX? Listen to the full podcast episode for more insights from Angelique Lofton. After listening, why not join the conversation? What are your thoughts on balancing AI and human interaction in CX? We’d love to hear your views on our LinkedIn.
