💡 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
✂️ Rehumanising technology for better CX and EX
youtube.com
Oliver Lennon
2mo
Fully agree, Paula Kennedy Garcia. The points you raised in the podcast resonated deeply. A significant takeaway for me as a technologist is the realisation that innovation should not be synonymous solely with technology. Innovation can manifest in myriad forms, often in unexpected and impactful ways. We often lose sight of this in our eagerness to adopt new tech! Your insights on RE-humanising technology to enhance both customer and employee experiences are crucial as we navigate the evolving landscape of AI. It’s a reminder that while automation is a powerful tool, the true value lies in designing solutions that prioritise meaningful outcomes and enriching experiences. Thank you once again for your invaluable contribution and for kicking off this new series with such a thought-provoking discussion.
CEO | #aiCX Futurist | Speaker | Mentor 🦏
2mo#ai has the power to "replace" or "enhance" the human experience, it will be up to the businesses that implement them to see which direction they take. I am hopeful though, that we will see a resurgence in the human element of #cx. #ai+#hei=succes!