The Unsung Hero of CX
Customer Experience

The Unsung Hero of CX

TP - 10.18.2024

With today’s ever-changing business landscape accompanied by evolving customer preferences, behavior, and expectations, empathy and the human touch must be at the core of each and every interaction.

According to Fastcompany, around 81% of consumers choose to wait longer in order to wait for a live agent. Customers value empathy and connection, which AI lacks, especially in complex situations. An overwhelming 90% of survey responders prefer to get customer service from a human, rather than a bot. In its Global Insights Survey[1] on channel trends at the time of AI-enabled support, the TP Business Insights Lab stated that “AI needs human oversight. Although with some variation, the desire for human oversight extends to consumers of all generations and genders, regardless of the sector in which the question was raised.”

People are at the center of TP, and our TP experts are trained to understand and address the unique needs of each customer—the perfect collaboration of efficiency and heart. This embodies our approach to delivering exceptional customer experiences, emphasizing TP’s emotionally intelligent TP experts augmented by cutting-edge AI solutions.

At TP, we never underestimate the value of being there. Why? Because being there for your customers will always be the future of CX.


The Essence of Presence in Customer Experience

 

Being present simply means genuinely engaging with customers. It means actively listening, understanding, and responding with empathy, building a connection along the way.

At TP, our TP experts are trained to walk in our customers' shoes, adapting to their language and culture to allow them to connect and build connections. They go beyond solving problems and delighting customers by delivering meaningful experiences that make them feel valued and understood. This fosters trust, which is essential for a positive customer experience.

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TP delivers a competitive edge for our clients by combining our unique standards of process excellence with empathetic, high-touch support augmented by cutting-edge technology. We serve customers exactly how and when they need us most.

We harness the power of human connection, emphasizing empathy and personalized service. By recruiting top talent and investing in their development, we cultivate a team of emotionally intelligent, client-focused professionals.

Through AI-enabled technologies, we create an augmented environment that frees our TP experts from routine tasks, allowing them to focus on the more complex emotional aspects of customer interactions. This ensures issues are resolved efficiently, accurately, and seamlessly.

Powered by EI, enabled by AI, and supported by our high standards, we ensure that our processes run smoothly, maintaining consistency and top quality. No matter where our clients are, we are there for them, offering the best experience anytime, anywhere.

Building Trust Through Consistent Presence

Trust is built through consistent, reliable interactions. By being present and available, we demonstrate our commitment to our clients and their customers. This reliability drives trust and loyalty, which are critical for long-term success.

TP’s commitment to being there for our clients and their customers is at the heart of everything we do. We consistently deliver outstanding experiences to all those we serve—no matter the time, place, or circumstance. That’s TP: being there, always.

To learn more, watch the video.




[1] TP Business Insights Lab, “Global Insights Survey 2024: Channel Trends at the Dawn of Gen AI-enabled Support,” slide 40

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