Foundever’s Post

With #GenAI shaping the landscape, #CXprofessionals must balance the pressure to deploy new tech advancements with #CXdelivery. How do we harness these capabilities while keeping the #CX goal in sight? Earlier this week, I had the opportunity to participate in a panel hosted by #cxtrailblazer Lara Truelove in collaboration with #CXPA and the Center for Experience Management, delving into this crucial topic. Key takeaways: 🤓 Dive in, #becurious, experiment, and stay open-minded. 🔤 Start with a simple use case. #play #refine #validate ⭐ Have you looked at your internal processes? Tempting to start with customer-facing AI solutions, but let's acknowledge the impact of boosting internal efficiencies on delivering great #customerexperiences. Appreciation to moderator Richard J Mayne and fellow panelists Francis Goh, CCXP, Digital Innovation CX Leader Madhura Chavan, and Akhil Bhan for sharing their invaluable insights!

Thriving in the Intelligent #CX Revolution! 🚀TechCircle and Ozonetel Communications wrapped up a dynamic two-day think tank in #Gurugram, delving into 'Reimagining Intelligent CX Transformation. Key Discussion Points: 💡Evolving business playbook in response to changes in the consumer playbook 💡Growing significance of #CX in the #digitaljourney, emphasizing convenience and context 💡CX enhancements leading to direct and indirect benefits for enterprises 💡Navigating critical customer touchpoints and the crucial role of CX at each step 💡Strategies leveraging AI to address pressing issues 💡The future of GenAI and its evolving role in enterprises, from tackling simple to complex queries Thank you to all the participants. Swipe through the photos to relive the energy and insightful discussions! Arun Goyal. Amit Ray KESHAV DUBAL Amitava Choudhury Samrat Banerjee Naveen Gulati Puneet Chhabra Vinay Kumar Shalil Gupta Karthik Sankar Atul Sharma Prashanth Kancherla Sudhanshu Mishra Aamir Malik Chaitanya Chokkareddy Anoop Kubba Shekhar Soni Pawan Kumar #IntelligentCX #TechCircleEvent #CXRevolution #GenAI #TechInnovation #FutureofCX #CXTransformation #CustomerExperience #AI #ArtificialIntelligence

🚀 Embracing the Future: Human-AI Synergy in CX 🚀 In today's rapidly evolving business landscape, it's paramount for companies in the CX space to recognise the power of blending human expertise with cutting-edge AI technologies. The goal? To create an unparalleled experience for both employees and customers alike. The equation is clear: EX (Employee Experience) = CX (Customer Experience). It's not just a catchphrase, but a fundamental truth. Empowered agents armed with the right tools in the contact center translate directly into exceptional support for customers. Let's debunk a myth: Technology isn't here to replace humans; it's here to amplify their capabilities. The most successful companies will be those that understand this shift and leverage the best tech solutions to elevate their client relationships. It's time to break free from outdated preconceptions and embrace innovation. I'm thrilled to see organisations like Assist Digital leading the charge, providing unparalleled CX solutions and tech to their clients. Their forward-thinking approach underscores the critical importance of this human-AI synergy in the CX space. I'm looking forward to see how this technology trend will reshape the CX landscape. #CXTransformation #HumanAISynergy #InnovationInCX

📣 Embedding customer centricity into our DNA, that's the Endesa promise. Our commitment to next-gen #CX tools powered by breakthrough technology empowers us to organize, analyze, and delve deep into customer data like never before. Leveraging tools like #AI and #BigData, we are revolutionizing our understanding of the customer journey. jorge martin alonso, our Digital Customer Care Services Operations specialist, underscores, "Harnessing this deep understanding is not just valuable, it's vital. It fuels the growth of our business and shapes the evolution of our diverse communication channels." In our relentless pursuit of customer-centric innovation, Atento stands as an invaluable ally, helping us discern challenges and engineer groundbreaking solutions. Watch the complete interview to dive deeper into how Endesa is redefining the customer experience 👇

💡 Could AI be the opportunity to RE-humanise technology to create better customer and employee experiences? 💡 I joined Oliver Lennon in the studio for the first episode of Syndeo.cx second podcast series for a deep dive discussion on the evolution of CX in and out of the BPO industry. With much debate ongoing on the essential need for human in the loop technology design with AI, shifting guesstimates on the erosion of customer engagement as a result of automation, and the growing gaps in skills as human-machine processes evolve, Oliver and I discussed the design solutions that have preceded the current era of AI, that robotocise the human experience and underpin some of the monotony and frustration of poor CX and EX today. It's time for tech design to step up and consider outcomes and experiences, not simply automation. Just one of many conversations we shared on how innovation can be the foundation for great service delivery, and how to avoid failed transformation in the current climate of AI enhanced solution design. Watch the clip below, and listen to the full podcast here: 🎧 Apple - https://lnkd.in/efQK33BX  🎧  Spotify - https://lnkd.in/e26a9dV6  💻 YouTube - https://lnkd.in/eb622xwK  #syndeopodcast #customerexperience #cx #ai #automation #technology #innovation #BPO https://lnkd.in/eWqPwtRD

The future is digital, personalised, and interconnected. Looking forward to offering a better customer experience? Talk to us https://lnkd.in/eAxFfjeu We can support you to implement the latest technology to improve your services. At Skillikz, we're not just providers; we're your partners. We provide comprehensive support: • Assess the right technologies for you • Strategize successful integrations • Train your teams for enhanced capabilities • Evaluate results for maximum ROI With Skillikz by your side, transformative innovations are within your grasp. #DigitalTransformation #AI#MachineLearning #SkillikzTech #EmbraceTheFutureTogether

According to our Zendesk #CXTrends Report 2024, 69% of organisations believe #generativeAI can humanise digital interactions. Read our blog to learn how #ZendeskAI can make CX more authentically human: https://zdsk.co/3JY7srH

Avaya’s #ChooseYourJourney approach is not just about the technology; it is also about developing partnerships that empower organizations to step into the #digital #future. “Avaya’s vision of a future where #technology and human #innovation converge is not a projection; it’s a roadmap to success, leading businesses into a new era where customer satisfaction isn’t just a goal but a way of life.” - says Omar Javaid, Chief Product Officer at #Avaya in the latest edition of the #Microsoft #Technology #Record https://lnkd.in/gsfs7GeG #InnovationWithoutDisruption #CX #CustomerExperience #AI #GenerativeAI #ConversationalAI

#himss24 is abuzz about the potential of #ai and #genai in #healthcare. Brace yourselves, because the momentum is only going to gain steam from here.   Feeling a bit out of the loop on all things AI and genAI? No problem! Get smart on genAI while you're getting your steps in on the show floor. Tune into to this episode of Forrester's The CX Cast, featuring the one and only marvelous Martha Bennett. She breaks down concepts like LLMs and probabilistic models with finesse. #generativeai #cx #healthcaretechnology

Less than a week to go before our CX Transformation event on 5th October! Despite the challenges posed by the train strikes, we’re delighted to say that our event is going ahead with a full list of attendees! We’re immensely looking forward to welcoming everyone, who’ll have access to some fascinating discussions from our great list of speakers: 👉 What isn’t AI? - Andrew Jacobs (Business Systems) 👉 Evidencing Good Customer Outcomes - Gary Maude (TCC) 👉 Delivering a Digital Strategy - Barry Webb (BGL) 👉 UKCSI at Record 30-year Low - Why? - Simon Norrie (Custerian) 👉 An Effective Approach to Hybrid Working - Karl Fletcher (Novuna) #businesssystems #CXevent #contactcentreoperations #AI #consumerduty #CX #digital #hybridworkplace