PERSPECTIVE
CX Jobs Of The Future
Tried Approach
State-of-the-art
Qualitative research suite
By Carolyne Gathuru
T
here are numerous ongoing
predictions about jobs of the
future, and the skill sets that will
be required by 2050 to be able to remain
employable. The various doomsday reports
forecast the extinction of several careers
as they get overtaken by automation and
robotics. These online lists spew out the
must-have skills for future generations,
what tasks will be declared obsolete, and pit
manual versus critical thinking jobs against
each other. The debate is at an all-time high
and rages on…
What however will remain unchanged,
will be the need to anticipate, meet, and
exceed customer expectations. The more
generations transcend, the more discerning
and needy of attention the customer
becomes.
And whereas, predictive analytics with its
ever evolving tools to deeper understand
consumer behavior, is rapidly transiting
towards automated algorithms to respond
to the “Know Your Customer” need; and
whereas, the more customer preferences
are gleaned, computed and permuted
towards providing customized products
and services, and whereas more complex
models are designed to inform business
development,
communication
and
customer experience decisions, the single
factor that remains the same is that
human beings are designed as emotive and
relational creatures, and there are customer
needs that will require competent and
skilled persons to deliver in person, and
feed the right data designs into the tech
systems to achieve near best human
simulation.
So what are these customer centric
competencies that will be challenging to
clone?
Emotional Intelligence
The ability to read others signals, internalize
how to respond appropriately to them
No matter what type of scenarios and cor-
responding responses are fed into a system,
there is no replacement for the need for flu-
idity when handling crises. This role with its
need to assess the dynamics of each situa-
tion, communicate appropriately and rally
up internal processes towards ensuring the
communication lands as planned, requires
human intervention.
38 MAL28/19 ISSUE
based on customer knowledge - internal
or external - and how to cooperate in
different given circumstances, is what
defines business success. Superior
customer experience calls for all players
to effectively manage their feelings and
look objectively at different customer
situations, separating the facts from
fiction, and ultimately from ‘feelings’.
When customer conflict situations
arise, be they internal or external facing,
the ability to dissociate from natural
reactions and maintain diplomacy and
calm, is what separates emotionally
intelligent people from the rest. Under
the pressure of aggression, the ability
to respond with grace takes time and
practice to master, often involving the
need to step away to regain control.
The courage and wisdom to manage
one’s feelings may not be replicable by
machine, as every situation presents itself
as unique and programmed responses
will not cut it.
Arguably as well, is that the most
significant element of emotional
intelligence in business and at the
workplace is the emotional competence
to exhibit empathy and compassion.
Walking in the customer’s shoes be
they internal or external, is what human
beings crave from others. This has been
found to work miraculously to resolve
customer issues, strengthen internal
teams and improve employee-employer
relations.
Tried Approach Focus Group Suite offers the perfect QUALITATIVE
research experience with spacious multi-tiered observation room;
comfortable client viewing room with a one way mirror, respondents
suite, respondent waiting lounge and a client service/debrief room.
The suite allows your team to offer their client an amble working
environment in between FGD sessions.
Other special features include:
• Audio recording • Printing & photo copying services
• High speed internet • Video recording [charged separately]
• Web streaming [by March 2018]
CONTACT US NOW:
Tried Approach. Daykio Plaza (Next to Faulu)
2nd Floor Office: 2.4. Ngong Road, Nairobi
Mob: +254 (0) 722 986115/ +254 (0) 723 408970