How AI is Transforming Knowledge Management in CX

This episode features a deep discussion on customer experience, knowledge management, AI integration, and leadership insights from the CX community, including highlights from HDI Service World and innovative practices from Southwest Airlines and Nordstrom.Key topicsBalance and budget in CX experience designThe role of heart and soul in customer experienceInnovative recognition programs like Southwest's QR code initiativeThe importance of peer-to-peer relationships and collective geniusKnowledge management evolution and AI's impact on data silosThe significance of governance, psychological safety, and employee ownership in innovationResourcesHDI Service World Conference - https://www.hdiconnect.org/Open Service Community - https://openservicecommunity.comGuestsSara Feldman - https://www.linkedin.com/in/sarafeldman/Matt Beran - https://www.linkedin.com/in/mattberan/