Organizations across industries have more access to data than they’ve ever had before, but they’re still evolving when it comes to transforming that data into actionable insights.
This transformation is especially crucial for customer experience strategies. In K–12 schools, CX doesn’t refer to customers in a traditional sense, but rather technology users such as teachers, students and families.
All end users, including parents and the students engaged in digital learning platforms, expect more personalization and a more seamless experience when it comes to educational technology. And staff members, who are also valuable end users, are looking for that coherent, connected journey that allows them to better encourage student learning and parent engagement.
An improved CX strategy can also mitigate burnout and find efficiencies so that employees don’t have to worry about repetitive tasks and can instead focus on high-level problem-solving.
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As data analytics and artificial intelligence–powered solutions improve, schools are better equipped to act on user feedback to provide a more personalized, smoother experience so that families and staff members have better CX interactions.
How Schools Can Personalize the Customer Experience
Today’s personalized customer experience has evolved to include more real-time data and analytics. K–12 IT departments are striving to connect users across platforms, whether it’s teachers, guardians or parents engaging with students’ learning.
A CX strategy should be tailored to a K–12 organization’s needs, depending on its size, location and the different departments that need to be interlinked, such as administration, finance and IT. A school’s ability to leverage its data with analytics and AI can transform its result from just surviving to thriving.
“AI tools can deliver insights that allow companies to provide personalized messaging and interactions that simply were not possible just a few years ago,” notes a recent CDW white paper.
Advancements in AI for User Workflows and Communication
As AI continues to interest leaders in all industries, major vendors have been fine-tuning their solutions to better incorporate AI-powered features.
Cisco, for instance, has been testing its AI assistant for Webex in hybrid work and CX. Customer feedback has found positive expectations for reducing agent response times and providing agents with more context to improve interactions. Google is also using generative AI to help with various tasks such as drafting, summarizing and replying in Gmail and brainstorming in Google Docs. Microsoft released its AI-powered tool, Copilot, to help IT departments, teachers and parents navigate communications and overcome barriers.
DIVE DEEPER: Microsoft Copilot transforms workflows in every area of K–12.
Qualtrics research has found that “in today’s business environment — where omnichannel interactions are the norm — that can only really be achieved by augmenting human customer service agents with AI.”
When school districts can revitalize their CX strategy to the satisfaction of employees and community members, they’ll not only create parent-teacher communication channels but also improve retention in an industry that experiences high turnover.
Leaning toward platforms that are deploying AI in relevant ways to make the journey easier will set up schools for success.
