Najib Al Asham’s Post

Designing Your AI-Ready Business A blueprint for success Technology has always been at the forefront of human creativity, ingenuity, and resilience. Numerous technological waves have swept our world, making a splash throughout history, creating new industries, defining new business models, and ultimately reshaping how we interact with the world around us. An exciting technology wave is well underway and is about to crash against our Customer Experience (CX) shores with full force. The new age of artificial intelligence has arrived — a technology super-wave that comes with consequences that are far-reaching for the CX space and beyond. AI is the long-awaited CX alchemist, conjuring up an entirely new world of possibilities of how technology and customer service can be melded together, and it is enabling the future of CX today Credit: NICE #cx #cloudcomputing #it #technology #debadipb #profitsolutions

📰 News: 📰 🚀 --NICE Unveils CXone Mpower: A Leap in 'CX-Aware AI'-- 🚀 In the bustling city of Las Vegas, amidst the desert heat, NICE has rolled the dice and unveiled a game-changing AI platform, CXone Mpower, at their Interactions conference. This isn't just another tech update; it's a significant stride in advancing customer experience -CX- through cutting-edge AI. CXone Mpower introduces memory-driven AI to elevate customer interactions and boost employee productivity. Here are some impressive highlights: - --Immediate Augmentation--: The platform employs smart, memory-driven AI to enhance employee productivity by providing real-time support and automation. - --Advanced "Skillability"--: It facilitates skill transfer between humans and AI, enabling virtual agents to learn and adapt based on customer interactions. - --Fully Aware Proactive Service--: By connecting to every organizational touchpoint, CXone Mpower offers a comprehensive view of the customer journey, aiming for a personalized and efficient customer experience. Barry Cooper from NICE calls CXone Mpower the "holy grail of CX," and rightly so. It merges human and AI capabilities, ensuring businesses meet customer expectations in real-time. Adding to the mix, NICE also unveiled 1CX, a UCaaS solution at $5 per user per month, integrating voice, messaging, and video collaboration—all within a cloud-based system. Stay tuned for more on how NICE is redefining the future of customer experience! 🌟 #AIDriven #Digital #AI #Data #SMB #SME #Strategy #Innovation #Business #ArtificialIntelligence #AnniQ https://lnkd.in/egrUgEgu

🥁Experience a journey of innovation as we proudly welcome Rezo.ai as our Official 𝗖𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗣𝗮𝗿𝘁𝗻𝗲𝗿 for the upcoming "𝟭𝟳𝘁𝗵 𝗘𝗱𝗶𝘁𝗶𝗼𝗻 𝗖𝗫 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆 𝗦𝘂𝗺𝗺𝗶𝘁 & 𝗔𝘄𝗮𝗿𝗱𝘀 𝟮𝟬𝟮𝟰 ." 🗓️Date - 𝟭𝟯𝘁𝗵 𝗦𝗲𝗽𝘁𝗲𝗺𝗯𝗲𝗿, 𝟮𝟬𝟮𝟰 📍Venue -𝗧𝗮𝗷 𝗠𝗚 𝗥𝗼𝗮𝗱, 𝗕𝗲𝗻𝗴𝗮𝗹𝘂𝗿𝘂 Rezo.ai is an autonomous platform that revolutionizes contact center operations with AI-powered solutions and real-time support. With their suite of products, including Engage AI, Analyze AI, and Agent Assist, they empower organizations to streamline customer interactions, enhance agent performance, and optimize business functions for greater efficiency and success. Rezo.ai products enable multi-lingual customer conversations, automated tagging, accurate speech-to-text conversion, SOP-driven audits, and more, all powered by their deep integration with LLMs and data analytics. With Rezo.ai, enterprises can achieve higher productivity, increased revenue generation, overhead reduction, and uncover valuable insights into customer interactions. To know more visit www.rezo.ai Join top industry leaders at the summit as we tackle crucial cx aspects, navigate evolving customer expectations, and drive the paradigm shift towards unparalleled customer experiences. 🚀 😉𝘾𝙪𝙧𝙞𝙤𝙪𝙨 𝙖𝙗𝙤𝙪𝙩 𝙩𝙝𝙚 𝙝𝙪𝙨𝙩𝙡𝙚 𝙖𝙣𝙙 𝙝𝙚𝙖𝙧𝙩 𝙩𝙝𝙖𝙩 𝙙𝙧𝙞𝙫𝙚 𝙩𝙝𝙚𝙨𝙚 𝘾𝙓 𝙄𝙣𝙣𝙤𝙫𝙖𝙩𝙤𝙧𝙨? 🌐Register now to learn more : https://lnkd.in/dwTGQccR 📞Contact Us - +91 8080160000 or 📩 Mail us at linda@ubsforums.com / mary@ubsforums.com #UBSFCX #CXStrategySummit #CustomerExperience #cxstrategies #ML #cxinnovation #DigitalTransformation #Innovation #networking #CXO #CustomerEngagement #cxinsights #customerfirst #GenAI #ubsforums

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

Don't Let AI Replace Your Agents - Empower Them! Join our webinar, in which our Chief Technology Officer, Hans Zachar will have a discussion with Matt Bruno, the Chief Revenue Officer at Laivly. They'll be talking about what’s happening in the call center industry right now, whether AI will be as big of a deal as everyone says, and what the best technology investments are for improving customer experiences. Peter Ryan, BPO expert, from Ryan Strategic Advisory, will lead the conversation. ** Register now to secure your spot: https://lnkd.in/gJqxKmux Here's what you'll learn: 1. Why human interaction is still crucial for exceptional customer experiences. 2. How cutting-edge technology can elevate your agents' capabilities and transform your customer journey. 3. Discover key customer experience philosophies to maximize your agent's potential #CX #BPO #AI

The potential of GenAI tools to transform your employee & customer experience, business operations, and core services generates both deep interest and fear. Explore the role of GenAI in your organization: #GartnerHT #GenAI #ArtificialIntelligence

🤦♂️Worried about #VUCA or #PermaCrisis ? We at BCM. Best Customer Management GmbH International are right by your side to tackle these challenges hand in hand 🤝 In today's VUCA (volatile, uncertain, complex, ambiguous) world, the synergy of digitalization, customer experience management (CEM), and artificial intelligence (AI) emerges as a potent force to address multifaceted challenges. Digitalization serves as the backbone, enabling seamless connectivity and data flow. CEM, fueled by insights gleaned from digital interactions, allows businesses to adapt swiftly to volatile market shifts. AI, with its predictive capabilities, empowers organizations to anticipate and navigate uncertainty. Together, these technologies foster a dynamic customer-centric ecosystem. Digital platforms offer personalized experiences, while AI algorithms analyze vast datasets to tailor services. The integration of these elements enhances agility, providing businesses with the tools to decode complexity and make informed decisions. The feedback loop established through CEM, fueled by digital channels, enables real-time adjustments to strategies. Moreover, AI augments customer support, automating routine tasks and freeing human resources for more nuanced challenges. The collective impact of these technologies not only addresses ambiguity but transforms it into an opportunity for innovation. In this VUCA era, the synthesis of digitalization, CEM, and AI equips enterprises with the resilience needed to thrive amidst uncertainty, creating a responsive and customer-centric business landscape. As one of the leading Boutique Management Consultancies for customer centric and digital transformation we design highly individualized solution approaches in order to navigate through times that are shaped by tight marketing budgets, volatility, uncertainty, complexity & ambiguity. Please get in touch with me for a personal consultation 🤝 What are your thoughts on challenges and how to cope with our VUCA-World? Please share in comments! Thank you 🙏 Dr. Reinhold Rapp Bernhard Achter Cyrill Luchsinger Nicole Zimmermann Andrew Lindquist Norbert Kauer Andy Shober Matt Clark Michael Bevis Samantha Tillner Clint Oram Craig Charlton Chris Pennington #cx #vuca #ai #bcm

Yesterday, I posted an introduction to our CX trends report. Today, I am going to unveil 4 of the 10 new key trends Zendesk identified that every CX leader and CX connoisseur needs to know 🌟. They are boxed into 3 categories: AI & Intelligent Experiences 💡, Data & Trustworthy Experiences 🔐, and Next Gen & Immersive Experiences 🌐. In the AI & Intelligent Experiences, we have identified 4 key trends: 1️⃣ Generative AI will accelerate the delivery of a more humanized journey that feels personable & interactive 💬. 2️⃣ Chatbots are rapidly transforming into digital agents that have the capacity to do more 🤖. 3️⃣ Disconnect grows between CX leaders and agents on everything related to AI; strategy, tools, and role impact 📊. 4️⃣ AI transparency and decision-making are now the rule, not the exception 🛡️. In the thrilling world of AI and Intelligent Experiences, we're witnessing a rapid transformation fuelled by AI advancements, shaping a future of enriched and intelligent customer interactions 🚀. Consider these significant insights: 📌 68% of CX leaders assert that organizations must adopt emerging AI technologies to remain competitive 🏆. 📌 53% of consumers expect that their preference will shift towards engaging with advanced bots over humans in the not-so-distant future, particularly for quick and immediate responses ⏱️ 💣 . This evolution in AI is a significant shift in how we experience and interact with technology and customer service teams. As we are all exploring the evolving landscape of AI, it becomes evident that our focus extends beyond technology. We need to create experiences that are meaningful, transparent, and deeply personalized for our customers ❤️. Stay tuned for more... #CustomerExperience #CX #AIInnovation #AI #CustomerService #DigitalTransformation #CXLeadership #TechTrends #CXTrends https://lnkd.in/dYQWtXHU

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

🌀 We're on the cusp of a major shift. We're moving from Customer Experience to the "Human Experience." A recent Forbes article, "Transforming The Customer Experience Into The 'Human Experience'" by Robert Reiss, revealed a fascinating discussion among visionary leaders from various industries. In the very near future, we will see: • Personalized digital assistants seamlessly integrate with company AI, anticipating our needs and streamlining transactions. • Frictionless experiences become the norm, saving us time and energy. • Companies prioritize understanding our preferences, values, and goals, tailoring their services to elevate our overall well-being. • AI-driven innovation enables businesses to proactively address our evolving needs, fostering a culture of empathy and trust. The article highlights the importance of designing for both humans and machines, acknowledging their symbiotic relationship. As we all embrace this new era of the Human Experience, we predict we'll witness a revolution in customer interaction, where technology empowers us to live more efficiently, productively, and fulfilling lives. Let's shape this future together! Read the full article below.