Rob, thank you so much for joining us.
At the highest level, how is AI changing the customer
experience?
Yeah, I think we're at the cusp of AI dramatically changing the
customer experience.
So going from a customer journey that was largely
fragmented—different products and services, different
interfaces, different websites—part of the journey.
So from awareness, education, to consideration, merchandising, to
purchase. To what we're getting to really now is an agent-led or
service-bot-led journey—really a customer mission.
So when you think about it, what's your end goal, what's
your focus?
And then using the agent to service that entire journey.
It'll be predictive and personalized and result in a
greater customer experience and lower cost to serve.
What does this mean for leaders, and what are the biggest
priorities?
So it's important for leaders with AI to really get in the
game.
So start with a proof of concept, personalized email,
spin up a chat bot.
Number two, data is fuel for AI.
So how do you start to gather data, categorize it, and
leverage it? Number three, upskill.
So how do you make sure that your team has the tools and
knows how to use them?
With these three things, leaders will be able to unlock the
potential of AI.
Thank you so much.