In many organizations, particularly small and medium enterprises, a common challenge faced by top management is finding the right balance between investing in manpower and maximizing profits. This dilemma often creates a vicious circle that hinders growth and sustainability.
The advent of AI technologies and the rise of gig workers have provided new avenues for addressing this challenge. While these innovations have improved operational efficiency, there is still much to explore in optimizing the workforce mix within organizations.
Key questions arise: What is the optimum balance between AI and tangible manpower? Can AI effectively handle tasks while maintaining the human touch necessary for nurturing business relationships and generating leads?
Today, we delve deeper into this critical aspect of organizational strategy to understand how leveraging AI and manpower can drive sustainable growth and success.
Business organizations spend hefty amount of money to understand their customer needs. The most widely used tools to know customer satisfaction are CSAT & NPS (Net Promoter Score) score. As per a study by Harvard Business Review on 4th May 2021, suggests that in most cases, these scores fail to to companies what customers really think and feel of their products, services or brands and can even mask serious problems. In most of the survey questionnaire, a score is given on a scale of 0 to 10 - how much satisfied are you with the product or survey, on a scale of 0 to 10 how much likely you will recommend the product or service to your friends. But this misses many critical aspects and emotional aspects of customers.
Many AI systems now utilize NLP (Natural Language Processing) to analyze and interpret customer feedback relative to their emotions. This can significantly enhance comprehension of customer satisfaction levels and areas needing improvement. Consequently, this data can be leveraged to educate your staff on rectifying actual issues.
In this scenario, both management and staff need to confront reality and be ready to respond to customer needs. It is recognized that organizational transformations typically encounter resistance and hurdles when incorporating new technologies or procedures. Consequently, steering this evolution and fostering employee acceptance can be challenging for management. This is where soft skills training becomes indispensable, aiding in a smooth transition. By ensuring employees are intellectually and emotionally connected with the company's overarching goals, a more joyful and healthier work atmosphere can be fostered.
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