Balancing Tech Advancements with a Human Touch in Customer Service
How do you adapt to technological advancements while maintaining a human touch? AI is great at routine and easy to accomplish tasks, whereas humans can analyse and adjust when the unexpected happens, and they’re empathetic. Ian Robertson, Customer Operations Specialist at The Forum, offers some mega insights into navigating these challenges during his conversation with […]
Using AI to make the job search easier with Total Jobs Group
How can AI make your job search easier? I’m joined by Head of Product – Conversations at Total Jobs Group, Somnath Biswas to discuss.
AI in contact centers trends with Nerys Corfield
We were joined by Nerys Corfield as she delved into what AI in contact centre trends!
7 new AI case studies from 7 top brands
The Cognigy Experience Summit recently concluded, and I was honoured to be there as a guest speaker. It was a gathering of Cognigy customers, partners, thought leaders and innovators in Dusseldorf, to explore the frontiers of AI in enhancing customer experiences. Here, I’ll share the success stories of the brands that presented, showing the transformative […]
Navigating the CX Maze: Insights from Ian Robertson on VUX World
Ian Robertson, The Forum joins us as we delve into the dynamic world of Customer Experience.
How to formulate your CX strategy for 2024
I recently sat down with fellow Stocktoner, Andrew Moorhouse, for a chat about the current state of customer experience, and why so many brands are barking up the wrong tree when it comes to AI. The issue with the channel of choice The biggest takeaway was regarding something I’ve been giving a lot of thought […]
The proof is in your data: conversation analytics at scale with Andrew Moorhouse
Andrew Moorhouse joins us as he shares that the proof is in YOUR data!
AI in Healthcare with Adam Odessky, Sensley
Adam Odessky, Sensley joins us as he discusses AI being used in Healthcare
New research: customers and agents tell CX leaders where they should focus
I recently had the pleasure of running a webinar with Michael Kropidlowski, Kore.ai and Mike Farrell, Farrell Insights. In the webinar, we reviewed two new pieces of research. The first looked at customer expectations surrounding automated AI service delivery, and enterprise customer experience in general. The second looked at contact centre agent perspectives, looking at […]
AI-based routing in contact centres with Ronald Rubens, Sentio CX
Ronald Rubens, Sentio CX joins us as he shares AI-based routing in contact centres.