Post by Cowrywise

What's the dirty secret of great customer experience? It's not empathy, it's time. You can't personalise experiences when you're drowning in routine work. You can't truly listen when you're busy copying and pasting the same response for the 47th time. You can't spot patterns when you're stuck chasing manual processes. And you definitely can't create memorable customer moments when your day is consumed by administrative tasks. The best CX teams automate more, so they can care more. That's what this edition of The CX Blueprint is about. Automate the routine, humanize the experience is about freeing up your bandwidth so you can do what you love doing - creating happiness and building customer loyalty. Joining us for this edition of CX blueprint are two people who have spent years figuring out how Customer Experience and Engineering can work better and build better and are currently enjoying the result of that. First is Oluboye Adekunle, our resident CX automation enthusiast. Last year, he was recognised for helping revamp our dispute resolution process, working closely with engineering to streamline workflows, reduce manual effort, and make escalations faster and smoother. Then there's Favour Felix. The guy CX calls when someone says, "Wouldn't it be nice if this happened automatically?" While Boye is identifying friction and imagining better experiences, Favour is usually somewhere in the background figuring out how to make those ideas real. One sees the customer problem, the other builds the solution. Together, they've become our unofficial CX power couple. 😌 If you've ever wondered how AI, automation, engineering, and customer experience can work together to create better outcomes for both customers and teams, this conversation is for you. Come curious, leave with fewer manual processes and more free time. And if your customer support team is still manually doing something that should have been automated three years ago... This might be an intervention. 👀 Register here: https://luma.com/wbza4eb1