As new breeds of Artificial Intelligence explode onto the scene, is there a danger of completely losing the human side of Customer Experience? Or will AI enable organizations and brands to connect ever more closely with customers through better analytics, more personalization, faster resolutions, and better service? Join Institute Fellow Roy Atkinson for this Digital Dialogue with guests Callan Schebella, Becky Roemel, and Neal Topf as they explore these questions, as well as the challenge of showing ROI for CX, the new generation of tools available in contact centers, the data produced by those contact centers, and improving relationships with customers through digital tools. This is your opportunity to interact with these experts and learn more about how contact centers and technology providers see the near future of CX.
The nature of the customer has changed, moving to more e-commerce, and using digital tools and apps throughout the customer journey, from discovery and research through purchase, and getting support and assistance. We have known AI was coming, but now it is here and it is powerful. Applying it in thoughtful and innovative ways stands to change the customer experience profoundly. Listen in as the experts exchange their thinking and knowledge on this important subject.
Speakers:
Roy Atkinson
Becky Roeman
Callan Schebella
Neal Topf
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