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The Human Edge in an AI World
How top sales and customer service teams build more profitable relationships with customers
Mursion and Future Workplace surveyed more than 600 respondents across a wide range of industries including retail, healthcare, financial services, technology, and manufacturing.
Our respondents were in two main categories: learning leaders and sales and service workers. More than 70% of respondents hold Manager or Director positions. Additionally, we collected answers from employees at all levels from the C-suite to customer service and sales workers.
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What's inside
“The Human Edge in an AI World”
CUSTOMER SERVICE FINDINGS
- Which is becoming more important for customer service jobs: Emotional intelligence or cognitive intelligence? The debate is over; find out what the overwhelming majority of respondents said.
- What are the top four biggest changes to customer service over the past five years?
- Respondents from a variety of industries—Education, Financial Services, Healthcare, Manufacturing, Professional Services, Retail, and Technology—reveal their respective top challenges.
- Industry Insight: H&R Block Accelerates Call Center Agent Onboarding and Improves Customer Service With Mursion.
SALES FINDINGS
- Survey respondents name the three most important traits that sales leaders need over the next two years.
- At the top of the list for AI adoption—Financial Services, Manufacturing, and Technology—were also more likely to say that AI has made the "human touch" more critical for sales in their industries.
- What are the three biggest challenges for sales professionals today?
- Industry Insight: How a large financial services company—with hundreds of reps who sell into the C-Suite used virtual simulations to improve assessments of sales reps’ skill level.
How can you give your sales and service teams an edge?
- Five Advantages of Virtual Simulations for Developing Sales and Service Teams
