Can You Deliver A Great Customer Journey Without Human Contact?

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“Everything works well for the customer — when they do it themselves. It’s when we get involved it goes wrong” — quote from a Bromford Lab workshop, February 2018

Today I’m chairing an event at Barclays HQ looking at how we can all innovate together in the sector, making the affordable housing market the best it can possibly be.

It will focus discussion around the area of automation of sales and shared ownership — but the debate will be relevant to other elements of service.

I asked two of the people behind it, Kelly McCabe and Amy Nettleton, how the event came about.

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elly:

The age of automation is here, we’re in it, it’s not done with us yet but we’re certainly in the throes of it. But at what cost? In the world of advice, is it even possible to be accurate with an algorithm?

Change is there to embrace, but just because we can, doesn’t mean we should. Customers want ease and speed, but they also want the right advice and time to consider.

I believe there is a real place to use automation to buy us more time to talk to people.

Customer service can really become king when you don’t have to spend hours inputting data, so we should spend less time clicking with our keyboards and more time clicking without our customers. The key to automation is for it to blend into our processes and enhance what is there, not replace it entirely

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my:

Everyone seems to want everything yesterday, a decision in seconds, ready to move on to the next thing… in some cases this is right and just, in others is it a step too far?

Should everything be fully automated and de personalised to the point of no human interaction?

How far should the transaction of buying your own home be done with just you and a screen? Some say our relationships are formed this way now, so why not?

I’m of the view akin to the shared ownership product that’s buy a bit and rent a bit; I’d like to automate a bit and chat a bit.. after all — it’s good to talk

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How far could we go — and how far should we go?

Would you trust a robot to give you a mortgage?

You can join us for a live tweetchat using the hashtag #SOchathour at 12:30pm GMT 7th February.

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Written by

Innovation Coach and Co-Founder of @BromfordLab. Follow for social innovation and customer experience.

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