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It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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This podcast is based on the presentation I delivered in Miami at the "CX Under the Sun Event" to more than 100 CX professionals who are just beginning their journey with CX AI transformation.
During the presentation, I share my views on what is considered "real" regarding AI in the current market, what to be cautious about, and how to initiate AI integration within your organizations.
You won't find any unnecessary content or theoretical discussions here. It's all about the essential tools you should start exploring now and the reasons these tools need further development, regardless of what you might hear from AI technology providers.
DM me on Linkedin if you would like the deck from this talk!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Chapters
1. Creating an AI Roadmap for Your Contact Center from the Ground Up! (00:00:00)
2. Implementing AI in Contact Centers (00:00:01)
3. AI Integration and Demos (00:08:48)
4. Exploring Tools for Contact Center Optimization (00:15:30)
5. Implementing AI Tools (00:28:30)
6. Transitioning Call Center Business Models (00:39:36)
7. Importance of Consulting in AI Implementation (00:44:40)
245 episodes
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