The future trajectory of AI in customer experience, with Sham Aziz

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Kane Simms
  • Founder and CEO at VUX

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About this episode

Sham Aziz joins us on our VUX World podcast as he shares the future trajectory of AI in customer experience.

Sham Aziz, Selfridges, Head of Customer Service at Selfridges and long-time customer experience expert, joins me to share his perspectives on the current and future trajectory of AI for customer experience and enterprise automation.

In this episode

00:00 Introduction
02:50 Welcome Sham
06:55 Entry level jobs – skilled jobs
10:58 Customer centricity
12:50 The change over the past 20 years
23:41 The biggest challenge today, technology?
28:25 Aligning procurement
32:00 Observations in the market place
39:00 Imagination problems
41:30 Perceptions from a user perspective on generative AI
52:50 Outro

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Kane Simms

A strategic AI advisor who, for the past decade, has helped business leaders and product owners transform customer experience using conversational and generative AI.

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