A tidal wave of digital tech has engulfed the theory and practice of breakaway CX. Automated platforms like bots, animated by AI and machine learning, promise powerful, personalized customer experiences. But in our rush to embrace these innovative customer experiences on digital channels, are CX professionals losing touch with the core driver of CX excellence: authentic human connections?
In this week's episode, we discuss how technology is changing the ways humans work and subsequently, how we can humanize machines: two core themes of Forrester's CXSF 2017 forum.
Listeners, we'd love to get to know you! Whether you just want to say hi or share a CX story, send us an email.
Relevant Forrester research:
"AI Will Revolutionize Digital Experiences"
"Humanize Your Conversational Bot" |
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