Sham shares his extensive journey through the customer service and experience landscape in this conversation, highlighting the importance of data-driven insights and cross-functional collaboration. He discusses the evolution of customer experience roles, the significance of strategy, and the challenges of defining customer experience in today's business environment. The conversation also delves into the future of AI in customer service, exploring its potential to enhance customer interactions while emphasizing the irreplaceable value of human touch in complex situations. In this conversation, Sham from Sentisum discusses the integration of AI in customer experience, the challenges faced during career transitions, and the importance of networking and personal branding. He shares his journey through redundancies, emphasizing resilience and the power of relationships in securing job opportunities. Sham also highlights the significance of building partnerships in the B2B landscape and offers practical advice on finding one's voice and establishing a personal brand.Links:https://www.linkedin.com/in/shamasaziz/Chapters:00:00 Reunion and Career Journey02:53 From Customer Service to Customer Experience06:06 Data-Driven Insights in Customer Experience09:14 Identifying and Solving Customer Issues11:56 Cross-Functional Collaboration for Customer Experience15:09 The Evolution of Customer Experience Roles17:55 Understanding Customer Experience Definitions21:08 The Role of Strategy in Customer Experience24:13 Talent and Product Market Fit26:56 Attracting Talent in Customer Experience29:57 The Future of AI in Customer Service32:56 AI's Role in Solving Customer Queries35:54 The Balance of AI and Human Interaction41:13 Harnessing AI for Enhanced Customer Experience45:16 Navigating Career Challenges and Redundancies51:04 The Power of Networking and Personal Branding01:02:21 Building Partnerships in the B2B Landscape01:11:42 Finding Your Voice and Building a Personal Brand