WEBVTT 00:00:00.208 --> 00:00:01.918 Rob, thank you so much for joining us. 00:00:01.918 --> 00:00:04.629 At the highest level, how is AI changing the customer 00:00:04.629 --> 00:00:05.171 experience? 00:00:05.505 --> 00:00:08.425 Yeah, I think we're at the cusp of AI dramatically changing the 00:00:08.425 --> 00:00:09.342 customer experience. 00:00:09.676 --> 00:00:12.345 So going from a customer journey that was largely 00:00:12.345 --> 00:00:15.181 fragmented—different products and services, different 00:00:15.181 --> 00:00:17.934 interfaces, different websites—part of the journey. 00:00:17.934 --> 00:00:21.479 So from awareness, education, to consideration, merchandising, to 00:00:21.479 --> 00:00:25.025 purchase. To what we're getting to really now is an agent-led or 00:00:25.025 --> 00:00:27.777 service-bot-led journey—really a customer mission. 00:00:28.069 --> 00:00:30.405 So when you think about it, what's your end goal, what's 00:00:30.405 --> 00:00:30.864 your focus? 00:00:31.156 --> 00:00:33.867 And then using the agent to service that entire journey. 00:00:33.867 --> 00:00:36.369 It'll be predictive and personalized and result in a 00:00:36.369 --> 00:00:38.872 greater customer experience and lower cost to serve. 00:00:39.456 --> 00:00:42.000 What does this mean for leaders, and what are the biggest 00:00:42.000 --> 00:00:42.500 priorities? 00:00:42.917 --> 00:00:45.545 So it's important for leaders with AI to really get in the 00:00:45.545 --> 00:00:45.754 game. 00:00:45.754 --> 00:00:48.631 So start with a proof of concept, personalized email, 00:00:48.631 --> 00:00:49.632 spin up a chat bot. 00:00:50.050 --> 00:00:52.677 Number two, data is fuel for AI. 00:00:52.677 --> 00:00:55.764 So how do you start to gather data, categorize it, and 00:00:55.764 --> 00:00:57.766 leverage it? Number three, upskill. 00:00:57.849 --> 00:01:00.018 So how do you make sure that your team has the tools and 00:01:00.018 --> 00:01:00.852 knows how to use them? 00:01:01.061 --> 00:01:03.646 With these three things, leaders will be able to unlock the 00:01:03.646 --> 00:01:04.355 potential of AI. 00:01:04.981 --> 00:01:05.774 Thank you so much.