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CX In The Wild
The podcast goes where the work is happening. Dennis talks to the people crafting the best customer experiences and tackling important industry challenges. On location, across sectors, across the world. What they figured out, what it cost them, celebrate their success, and learn what they would do differently.
CX In The Wild
Navigating the Fusion of Human Touch and AI in Customer Support
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In this episode, we explore the innovative world of Awaken Intelligence with Simon Black, focusing on their mission to enhance agent and customer experiences in contact centers. Based in the UK but with a strong presence in the US, Awaken Intelligence partners with major platforms like NICE, Genesis, and 8x8, embedding their technology to optimize service delivery.
Simon introduces us to their key technologies: agent guidance, post-call analytics, and "co-pilot," which integrates with ChatGPT for real-time support. He discusses the importance of adopting new technologies thoughtfully across different markets, highlighting the rapid innovation adoption in Europe.
We dive into Simon's tech journey, Awaken Intelligence's origin, and their strategic use of generative AI to simplify customer interactions. This episode is a deep dive into how technology, when used wisely, can revolutionize customer service by empowering agents. Join us for a conversation on leveraging innovation for better customer experiences.
Simon Black on LinkedIn: linkedin.com/in/blacksimon
Learn more about Jonathan's work at their website: https://www.awaken.io/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
