Keith Gait MBA CCXP’s Post

𝐍𝐄𝐖 𝐂𝐗 𝐑𝐄𝐏𝐎𝐑𝐓: 𝐓𝐡𝐞 𝐑𝐨𝐥𝐞 𝐨𝐟 𝐇𝐮𝐦𝐚𝐧 𝐓𝐨𝐮𝐜𝐡 𝐢𝐧 𝐚 𝐓𝐞𝐜𝐡-𝐃𝐫𝐢𝐯𝐞𝐧 𝐄𝐫𝐚 During our September 2023 CX Leaders Summit here at the Customer Experience Foundation, we explored the above topic and the balance between technology-driven interactions and the irreplaceable value of human empathy in delivering exceptional customer experiences. The key topic areas covered during the session, which you will find in the report, were: • In the era of AI and automation, how do you strike a balance between efficiency and empathy in customer interactions? What examples have you seen where this balance is achieved effectively or indeed been done badly? • How can companies measure the success of their customer experience efforts when considering both technology-driven and human-centric approaches? What KPIs are most important in this context? • What ethical considerations should companies keep in mind when deploying technology in customer interactions? How can we prevent biases and discrimination in AI-driven solutions? You can download your free personal copy here: https://bit.ly/3RaRr6i A huge thank you to all who attended the Summit and to event hosts Route 101 Ltd. #cx #cxreport #AI #contactcentres #customerexperience