AI is set to have a significant impact on customer experience. Improved CX is already happening through chatbots and virtual assistants that provide personalized support to customers. AI can also analyse customer data to empower agents to personalise interactions and tailor products and services. Additionally, AI can improve the accuracy and efficiency of customer service processes. Overall, the use of AI in CX has the potential to transform the way that companies interact with their customers. Still, it's essential to consider the ethical implications and ensure that the technology is used in a way that is transparent and respectful of customer privacy.
Host: Neville Cousins
Participants: Prof Johan Steyn & Ryan Falkenberg
Date: 22 March 2023
Time: 10 AM