Human-Centric AI in Action: How Cotswold Outdoor Group Is Redefining CX

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Customer Engagement Examples of Excellence

EngageCustomer.com

79 episodes

5 days ago

Engage Customer podcast brings you the hot topics and tips in the customer engagement industry. Hear from a range of industry leading brands, including Facebook, IKEA, Nespresso, LinkedIn & more, as they share their journeys, success stories and future plans that you can implement into your business.

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Human-Centric AI in Action: How Cotswold Outdoor Group Is Redefining CX

Customer Engagement Examples of Excellence

29 minutes 37 seconds

6 months ago

Human-Centric AI in Action: How Cotswold Outdoor Group Is Redefining CX

In this episode of the Engage Customer Podcast, host Martin Hill-Wilson sits down with Lee Fairhurst, RVP Sales at Zendesk, and Brad Matthews, Customer Service Operations Manager at Cotswold Outdoor Group, to explore how AI is transforming the customer experience landscape.

Drawing on insights from 2025 UK CX Trends Report, the conversation dives into the real-world impact of AI assistants, the resurgence of Voice AI, the rise of AI copilots, and the growing demand for personalised, human-like service. Discover how Cotswold Outdoor is embracing AI not just to streamline operations, but to deliver faster, more relevant, and more empathetic customer experiences across every touchpoint.