How Automation Will Forever Change Customer Experience

In this episode of SMACTalk, Daniel Newman invites IBM Automation (Client) GM/VP Gene Chao to share his insights on how Customer Experience is being impacted by Automation. On the show, Gene is asked the following questions. Do you have a story as a consumer to share about how automation optimized a recent customer experience for you? Or what the organization could've done better? (could be a blind reference)What are some of the pitfalls organizations must avoid when it comes to automation being part of the customer experience? What are good ways to overcome them?   What do you view as the key factors to automation successfully optimizing customer experiences? What's the one thing you advise clients to pay attention to? To avoid complacency? To be prepared for?   When we think of customer experience and automation, people tend to think of chatbots - but are there other types of automation solutions we should consider? Packed with insights, Gene helps companies understand the ways that Automation is going to change the way people interact with companies. This isn't just customers, but employees too. But the positive thing is that automation isn't going to displace, but rather drive better experiences and a stronger movement toward upskilling the workforce to help companies transform as quickly as modern technology.  Don't miss this episode packed with insights for marketers, technologists and business leaders.