AI & Customer Experience: Why Human Skills Matter More Now

Send us Fan MailFrom our sister podcast, The Reality of Business, this episode is especially relevant for anyone working in contact centres, customer service or customer experience.Bob and Jeremy discuss how brands are using AI in customer experience right now, where it’s helping, where organisations are struggling, and some of the problems already starting to appear.Recorded after a visit to a major CX conference in London, the episode explores:AI in contact centres and customer serviceThe shift towards more complex human conversationsWhere automation works well – and where it doesn’tThe line between machine support and human judgementHow customer service roles are changingAnd the skills people will increasingly need as AI becomes part of everyday customer journeysThere’s also a wider conversation around customer experience strategy, AI adoption, customer retention, service quality and what brands should be paying attention to next.If you work in customer experience, contact centres, customer service, sales leadership or CX strategy, this episode will give you plenty to think about.153d3963dfd3c4f9f33e88991a8968712304d7c1To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.