CX In The Wild

From Operational Efficiency to Empathy: AI's Role in Redefining CX

February 29, 2024 Dennis Wakabayashi Season 6 Episode 11
CX In The Wild
From Operational Efficiency to Empathy: AI's Role in Redefining CX
Show Notes

Join us as we dive into the world of AI and customer experience with Simon Kriss, director of the CX Innovation Institute in Australia. Simon unravels the complexities of AI in the customer service domain, explaining its current state, potential, and the myths surrounding it. Unlike the clunky chatbots of yesterday, Simon envisions a future where conversational and generative AI work in harmony, creating chat experiences that feel genuinely human.

This shift promises not only to enhance customer interactions but to revolutionize operational efficiency and agent support. Simon also shares his journey through the CX landscape, from his early fascination with AI to witnessing its recent transformative effects in contact centers. Through examples like Expedia’s chat GPT-enabled travel planner, he illustrates AI's capability to engage in meaningful dialogues, making customer service more intuitive and personalized.

Moreover, Simon addresses the potential risks and ethical considerations of deploying AI, urging businesses to approach its adoption with awareness and preparedness. As we look towards 2024, Simon emphasizes the importance of experimenting with AI today to stay competitive and meet evolving customer expectations. This episode is a must-listen for anyone curious about the intersection of AI and customer experience, offering insights into how AI can amplify our human qualities rather than replace them.

Simon Kriss on LinkedIn: linkedin.com/in/simonkriss

Learn more about Simon's work at their website: https://cxii.com.au/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi