Transforming Customer Experience with Lihong Hicken’s TheySaid AI

Customer experience has become a pivotal focus for companies looking to stand out in a crowded market. Yet even with the rise of surveys, many customers feel that their feedback disappears into a void. This results in low survey response rates and lost opportunities for companies seeking to improve. Entrepreneur Lihong Hicken recognized this disconnect and made it her mission to close the gap between customers and businesses.

As the co-founder and CEO of TheySaid, Lihong is spearheading the use of AI to revolutionize the customer experience. Through AI conversation analysis, TheySaid unlocks insights from customer conversations that were previously inaccessible at scale. This qualitative and quantitative data helps companies hyper-personalize the customer experience in an authentic way.

Why Surveys Fall Short

Surveys have become an overused and inefficient method for gathering customer feedback. As Lihong explains, “The biggest problem of surveys and customer relationships is that customers refuse to fill out surveys because they believe companies would not take action on their results.” She based this on a study by McKinsey showing the number one reason people don’t fill out surveys is the belief that organizations won’t act on their feedback.

Lihong points out this concern from customers is valid. They ask themselves, “If my feedback is going to a place where it dies, why should I provide feedback?” This results in low survey response rates and companies flying blind without critical customer insights.

Leveraging AI to Close the Gap

This is where TheySaid’s AI solution comes into play. Lihong explains, “Now you have this feedback you can utilize AI to analyze the results.” The AI does three key things:

First, it analyzes the learnings from customer conversations and transcripts. This unlocks insights companies have never been able to access at scale before.

Second, it analyzes conversations between sales and customers across market segments. As Lihong states, “You can make decisions very specific for your different target audiences.” The AI allows for true personalization.

Third, it tracks action items companies need to take to improve customer experience. Lihong explains the AI can “automatically create alerts or tasks for your team members to take action.” This closes the loop quickly, enabling companies to respond to customers within 24 hours.

Enhancing Insights at Scale

Lihong believes leveraging AI in this way is inevitable for companies to survive and thrive long-term. As she states, “The AI is making the market standard higher because everyone is expecting a personalized experience.”

With TheySaid, companies can finally access the detailed, personalized data they need. As Lihong explains, “It’s up to you – you either fight the trends, which are unviable, or join us, join the AI train, and provide customers with the best experience possible.”

In Lihong’s view, the companies that embrace AI to transform customer relationships will be poised for success in the next era of business. But it requires accepting the inevitable and joining what Lihong calls “the AI train.”

For any enterprise company seeking to take its customer experience to the next level, TheySaid aims to make it possible. As Lihong states, “Companies who master this will survive and thrive in the future 10 years of the economy.” With TheySaid’s AI survey approach, closing the loop between customers and companies no longer seems out of reach.

To learn more about Lihong Hicken and TheySaid, check out her LinkedIn profile.

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