Priya Naidu’s Post

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 It's time to break free from outdated preconceptions and embrace innovation.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

🚀 Accelerate Innovation with a Unified CX Assurance Platform! 🚀 Time is money, especially in customer interactions. From curbside pickups to instant coffee, customers demand fast, seamless experiences. But it's not just about speed—it's about flawless execution. Introducing Cyara’s AI-Led CX Transformation Platform, the ultimate solution to assure end-to-end CX quality across all channels. Imagine eliminating errors, reducing rework, and innovating with confidence—all while saving time and resources. 🌟 Real-World Success: A major home improvement company transformed their CX journey with Cyara. By replacing inconsistent processes with a unified platform, they streamlined development, improved testing, and accelerated innovation. With Cyara, you can: ✅ Visualize and control every step of CX development ✅ Consolidate tools and processes ✅ Proactively identify and resolve defects ✅ Adapt quickly and efficiently Why settle for fragmented solutions when you can leverage a comprehensive platform that drives operational efficiency and innovation? Time is money—start transforming your CX journey today. #CXInnovation #CustomerExperience #AI #DigitalTransformation #TechSolutions #Innovation #BusinessGrowth #Efficiency #CustomerSatisfaction #Cyara Contact us today for a conversation or visit our website to learn more about Cyara’s award-winning AI-Led CX Transformation Platform! 🚀💼✨

Exciting News: Certified in AI for CX Transformation! I’m thrilled to announce that I’ve earned the AI for CX Transformation certification from TTEC Digital! It’s a privilege to be part of an organization that champions both personal and professional development. The realm of AI is ever-changing, and this certification has enriched my understanding of AI’s transformative role in customer experience (CX). This course has broadened my perspective on AI’s capacity to foster innovation and maintain a competitive edge. #TTECDigital #AIforCX

NEW CX REPORT: How to use the strength of generative AI to improve the Customer Experience This exclusive report looks at discussions that took place during a recent CXFO Leaders Summit where attendees debated the topic of technology and AI at the service of empathy and efficiency, and how technology, such as ChatGPT, should empower your people to deliver the experiences your customers need. This report gives an in-depth analysis of the discussions that took place, the learnings and key takeaways from the attendees, and the future of GenAI and ChatGPT in the CX and Contact Centre industry. Read on to find out how GenAI can empower your business and your CX and Contact Centre strategy: https://bit.ly/4bViL0R Want to find out more on this topic? Join us on 18th April for our next AI-focused Leaders’ Summit: https://bit.ly/3wyER9d This report from the Customer Experience Foundation is in partnership with event hosts and CXFO Foundation Partner Teleperformance. #cx #cxreport #contactcentres #cxwhitepaper #AICustomerService

Last week, I had the opportunity to speak at #B2BConnect2024 at the San Diego B2B Online event. The topic I addressed is very close to my heart: how B2B companies can go the extra mile to transform traditional customer experiences into unforgettable human experiences in an era where customer expectations are constantly changing. In our rapidly evolving digital world, it's more important than ever to understand the distinction between UX, CX, EX, and HX. UX (User Experience): Focuses on the usability and enjoyment of digital interfaces, aiming to make every digital interaction intuitive, efficient, and satisfying. CX (Customer Experience): Encompasses a customer's entire journey with a brand, from initial contact to post-service interactions, ensuring that every step is seamless, consistent, and exceeds expectations across all channels. EX (Employee Experience): Aims to create meaningful experiences for employees, with the belief that satisfied employees will, in turn, create great experiences for customers. HX (Human Experience): Goes beyond the others by addressing emotional, physical, and psychological well-being throughout interactions with a brand, creating empathetic, meaningful engagements that resonate on a deeper human level. Integrating UX, CX, and EX is essential to deliver HX, with a focus on: Personalization: Utilizing data and AI to tailor experiences to each customer, increasing relevance and deepening engagement. Empathy: Training employees in emotional intelligence to better understand and respond to customer emotions. Omnichannel Consistency: Ensuring every touchpoint across all platforms provides a seamless, high-quality experience, reinforcing a consistent brand message. Community Engagement and Trust: Foster community around a brand by creating forums for customers to interact, share, and connect with each other. Maintaining transparency in data usage to foster trust and loyalty. Active Listening: Creating robust feedback systems to act on customer insights, demonstrating that we value and respond to their input. Educational Empowerment: Educating and guiding customers to make informed decisions and feel empowered and connected. By focusing on these areas, the organization aims to transform standard interactions into truly human experiences, fostering not just satisfaction but deep emotional connections and loyalty. #CustomerExperience #UserExperience #HumanExperience #EmployeeExperience #DigitalTransformation #Innovation

The future is digital, personalised, and interconnected. Looking forward to offering a better customer experience? Talk to us https://lnkd.in/e6as52jU 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

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

#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

#BigCXUpdate: 8×8 Sees “Huge Appetite” for AI & Automation, Introduces Engage 🦾 CX Today’s Charlie Mitchell hosts Chris Angus, VP of Contact Center Engagement, 8x8. The video forms part of our Big CX Updates series, where we find out all the latest from a series prominent CX companies. In this episode, we talk everything 8×8, discussing: 🔴 Which products and services are resonating most with customers? 🔴 What’s on the roadmap, and how will that roadmap benefit customers? 🔴 The rising tech trends that are most impacting CX teams. Watch the full interview here 👉 https://lnkd.in/eEs-hkSX #cx #cxnews #ccaas