Are you struggling to keep up with rapid tech changes in customer service while maintaining a human touch?
Wondering how to integrate AI without losing your team’s trust or overwhelming customers?
In this episode of Doing Customer Experience Right, host Stacy Sherman and CX expert David Singer, Global VP at Verint, share answers to these questions, plus strategies for balancing advanced AI with genuine human interactions.
AI and Customer Experience Topics Discussed:
- How technology can enhance CX beyond the traditional metrics, integrating seamlessly into daily customer interactions.
- The importance of overcoming the fear of change, and how gradual implementation of new tools can lead to significant improvements.
- Real-world examples of how AI in quality management has resulted in fairer employee evaluations and better customer experiences.
- Strategies to balance speed and quality in customer service, ensuring timely yet meaningful interactions.
- Leadership insights on inspiring teams rather than just inspecting their work, fostering an environment of empowerment.
- The direct impact of treating employees well on delivering exceptional customer experience.
- How advanced technologies like Generative AI can handle routine tasks, freeing up human agents for more complex, empathy-driven interactions.
Whether you’re a CX leader, a business owner, or a AI technology enthusiast, you won’t want to miss the wealth of customer experience wisdom shared in this episode. It could be the game-changer your business needs in today’s competitive landscape.
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Special thanks to Doing CX Right® podcast sponsor Verint.
If you’re not familiar with Verint, the company uses AI to solve your most pressing CX automation challenges in the contact center and beyond. With its open CCaaS platform, you can rapidly increase agent capacity and elevate your customer experience, seeing outcomes in weeks rather than months or years.
Learn more about CX automation and how to leverage these solutions to improve business outcomes at Verint.com. Plus, attend the Verint Engage event for actionable strategies and valuable connections to boost your results.
The can’t-miss CX event of the year
Join Verint Engage 24, the premier CX Automation Conference, for CX professionals looking to harness conference for CX professionals looking to harness AI, optimize customer engagement strategies, and fully utilize Verint solutions. Gain insights from industry experts, explore the future of AI-driven CX, and network with leaders across various industries to drive your business success.
About Dave Singer:
Dave Singer, Global Vice President at Verint, drives the GTM strategy for Verint’s Workforce Engagement solutions and the Verint Open Platform. The strategy is based on developing innovative messaging and offerings, both partner and direct, that support customer-centric differentiation and align value with customer needs and expectations. Singer joined Verint in 2002 and has held a variety of roles. Before Verint, Singer was Principal at eLoyalty and software architect at IBM.
Connect with David on LinkedIn.
Learn more about featured sponsor Verint and the ways CX automation can improve your business results.
About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker and advisor author of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.
Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.
Keyword themes: Doing CX Right podcast business customer service sales customer experience Artificial Intelligence
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