Unlocking the Transformative Power of AI in Customer Experience

CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers

English - October 26, 2023 04:02 - 18 minutes - 16.9 MB - ★★★★★ - 7 ratings
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Previous Episode: The Correlation Between Customer Satisfaction and Profitability

Next Episode: Mastering the Customer Journey: From Experience to Advocacy

On this episode, Amelia welcomes Jon Arnold, Principal at J Arnold & Associates. This is Jon’s fourth appearance on the show.

During this conversation, Jon and Amelia discuss:
- The transformative power of AI in customer experience.
- The reason for choosing the term "transformative" for AI.
- AI's role in the transition to digital transformation.
- AI's ability to generate new ways of understanding.
- Enhancing agent intelligence with AI.
- Pattern detection and creating a roadmap for customer service.
- Competitive differentiation through AI.
- AI's role in remote work and agent training.
- Utilizing AI to create brand loyalty.

Resources mentioned:

J Arnold & Associates - https://www.jarnoldassociates.com/

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.

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