This time, Merete and Joanna welcome Carlos Espinosa, a seasoned expert in customer experience (CX) with a rich background spanning multiple continents. The conversation delves into Carlos's journey in CX, the current trends and challenges in the field, and the transformative role of AI in enhancing customer interactions. They discuss the importance of quality assurance within CX teams and the evolving landscape of AI technologies, including the potential of virtual agents.
The episode highlights the need for a collective effort in the CX community to improve influence and operationalize customer experience strategies effectively. In this conversation, the speakers explore the evolving landscape of customer experience (CX) in a technology-driven world. They discuss the importance of customer insights, the challenges posed by loneliness in society, and the need for effective storytelling to engage C-level executives. The conversation also touches on the role of AI in CX, emphasizing that while technology is a valuable tool, human connections remain essential.
The speakers reflect on their journeys in the CX field, highlighting the importance of aligning customer experience with business strategy and the need for a collective effort to enhance human interactions in a post-pandemic world.
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