We’ve all been sold the dream of AI transforming the customer experience, but what if the most common approach is actually making it worse?
Agility requires more than just implementing new technology; it demands a deep understanding of the human interactions that technology is meant to support. It’s about adapting your tools and processes to enhance human judgment, not just automate it.
Today, we’re going to talk about moving beyond the hype of AI in customer experience. We’ll explore how to ground an AI strategy not in the technology itself, but in the real, human moments that define a brand, and discuss why empowering your frontline team might be the most critical, and overlooked, component of a successful CX transformation.
To help me discuss this topic, I’d like to welcome, Michelle Cooper, CMO at NiCE.
About Michelle Cooper
Michelle Cooper on LinkedIn: https://www.linkedin.com/in/michelleleecooper/
Resources
NiCE: https://www.nice.com
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