AI + customer experience (CX) involves applying customer experience best practices to develop and optimize artificial intelligence (AI) for human interactions in the customer journey. The strategic and tactical goal is to strike the right balance between leveraging technology and offering valued human interconnection.
Here is the 32 minute video from the CX Network Webinar series. Special thank you to Chloe Chappell – Senior Producer at CX Network!
Chloe Chappell – Senior Producer at CX Network hosting the webinar session with speaker Jeofrey Bean
Many want to know how to use artificial intelligence (AI) in customer experience (CX) to enhance, rather than replace, human connection. Brands must be careful to focus on the people, namely customers and the human agents delivering service. Actually, AI can be a tool for strengthening engagement, not just automating processes.
To get AI in CX right, organizations need Customer Experience Intelligence (CXI). The most successful businesses do not rely solely in analytics, but combine this with observing, interviewing and analyzing customer behavior. Watch this video to see Jeofrey Bean, CX expert, author, trainer and consultant, breaking down how to use AI effectively by combining it with human expertise.
Learn about:
- The basics of CXI and, combining data with real human insights.
- Why observation, real-time feedback and customer research are critical.
- How to move beyond basic automation and use AI paired with human expertise.
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