Marty Kahnle’s Post

Not sure how to use #AI to optimize customer and employee experiences, and improve productivity, efficiency, and overall satisfaction? 🤔 Explore our latest #CXGreenRoom to learn from Ioan Macrae, Chief Revenue Officer, and Stuart Dorman, Chief Innovation Officer of Sabio, on how moving to a cloud-based CX platform will accelerate your transformation journey, while still optimizing AI for customer and employee experiences. 🙌 Watch now 👉 https://gsys.cx/3MCuYw9

How Generative AI Will Transform Your CX Program?? Ever pondered how GenAI is flipping the script on CX technologies? 🌟 📈 💡 Get ready to dive deep into the Gartner report and unlock the secrets! Discover how GenAI turbocharges customer understanding, sparks lightning-fast journey map ideation, and flips the script on CXM. Are you ready to ride the wave of the future? Don't miss out—grab your copy of the report now and join the CX revolution! 🚀 : https://lnkd.in/d_CYV9QB #gartnerinsights #customerexperience #cx #download

Transformation of the CX Program with Gen-AI

How do CX leaders organise their teams? How do they integrate their technology? What is their approach to AI? In our second instalment of the 2024 Customer Experience Imperatives, we examine business leaders’ approaches to CX strategy and activation. How are today's organisations meeting consumers' expectations for experience? We dive into the insights around the business practices that enable great CX, and detail how brands can get to the CX Leader status. Download the report here: https://lnkd.in/g5GZaR-G #CustomerExperience #CXImperatives

How do CX leaders organise their teams? How do they integrate their technology? What is their approach to AI? In our second instalment of the 2024 Customer Experience Imperatives, we examine business leaders’ approaches to CX strategy and activation. How are today's organisations meeting consumers' expectations for experience? We dive into the insights around the business practices that enable great CX, and detail how brands can get to the CX Leader status. Download the report here: https://lnkd.in/g5GZaR-G #CustomerExperience #CXImperatives

What is the future of Customer Experience? #futureofcustomerexperience 1. Shed the theater and get lean Organizations and teams are overwhelmed by processes, frameworks and tools that delivers too little. CX has become process myopic and ineffective. The future of CX is a much leaner version more focused on the needs and outcomes it serves rather than the models it offers. 2. Break the silo Based on personal experience CX works when its one part of a cross-functional approach. We've built highly successful teams combining agile, analytics, cx and tech. Also a cx strategy includes all parts of the organization from e.g. strategy and process to data and culture. 3. Transform with AI Historically during any transformational change two things happen: first current work and processes are made more efficient. Secondly most of these processes are made redundant as new ones replace them. We are currently in the first phase with AI (and its not working too well). CX needs AI to rethink itself as much as AI needs CX to include the customer. The mutation of CX and AI will lead to completely new things. Thank you Greg Adams for the question.

How do CX leaders organise their teams? How do they integrate their technology? What is their approach to AI? In our second instalment of the 2024 Customer Experience Imperatives, we examine business leaders’ approaches to CX strategy and activation. How are today's organisations meeting consumers' expectations for experience? We dive into the insights around the business practices that enable great CX, and detail how brands can get to the CX Leader status. Download the report here: https://lnkd.in/g5GZaR-G #CustomerExperience #CXImperatives

🔆 Are you a Senior Leader in the field of Customer Experience? 🔆 Join us for the Customer Experience Strategy Forum an exclusive opportunity to network with industry leaders and explore innovative strategies shaping the future of CX. Here are some of the exciting themes we’ll explore: 💬 Harnessing AI for CX Excellence - Discover how AI is revolutionising customer interactions and delivering unparalleled precision. 💬 Customer-Centricity through VoC Programs - Learn how Voice of the Customer (VoC) programs drive impactful change and create customer-centric strategies. 💬 Embracing Predictive Analytics for Hyper-Personalisation - Achieve hyper-personalisation through advanced predictive analytics and transform your customer experience. Please get in touch if you'd like to find out more information about the forum and how you can network with leaders shaping the future of customer experience: niamhbrind@ah.media #CXStrategyForum #CustomerExperience #Networking

As GenAI reshapes customer experience, forward thinking leaders are focusing on how to turn its vast potential into measurable business value. Rather than succumbing to shiny-object syndrome or diluting efforts across too many initiatives, decision-makers use a strategic approach for GenAI deployment, focusing on big and fast impact areas, namely: process reinvention, customer self-assist, and employee assist. With the right focus and foundations, GenAI can be a game changer that can help rewrite the economics of customer experience. And delight customers, of course!   https://lnkd.in/dJdHn9XP   #BCGinGreece #GenAI #CustomerExperience

Understand where enterprises are on their GenAI journey and the steps customer experience management (CXM) leaders are taking to prepare for adoption. https://lnkd.in/eEXGu4ji