In this episode you'll learn how AI is reshaping custom experience and what that means for business leaders. We're joined by executive leadership coach Allan Klassen and explore how to build lasting customer trust with AI.
We discuss why the best customer experiences blend human empathy with the efficiency of AI, and how to avoid common pitfalls that can erode loyalty. We also look at ethically using customer data, and preparing for a future where even digital agents make purchases on behalf of customers.
What we discussed:
0:25 - Introducing Alan Klassen
2:27 - How AI changes customer engagement
5:40 - AI adoption: Efficiency vs. customer-centricity
7:39 - Key CX elements
11:58 - Matching AI strategy to customer needs
15:21 - Balancing AI efficiency with the human touch
17:34 - Starting small with AI for customer experience
19:20 - Using AI for a customer-centric process view
This is part two of our two part series on AI and Business Leadership.
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