Amelia Dunlop’s Post

I loved this conversation between our wellbeing leader Amy Smith and Brené Brown. I am grateful to be part of a firm that is willing to talk about how we prioritize well-being in the workplace and beyond. Thank you, Lara Abrash and Jason M. Girzadas, for hosting this series. My fave quote:  “We are emotional beings that, on occasion, think.” 🤔 💭💡 #ElevateHX #ThriveTalk #Deloitte #DeloitteDigital #HumanExperience #Wellbeing

🔮 Like many CXOs, I am fascinated by the possibilities that #AI and #GenAI bring to customer experience. To learn what other CX professionals are thinking, we worked with Natter. and the Customer Experience Professionals Association (CXPA) to gather 30 leaders for a roundtable discussion. We learned a few surprising things about their hopes (and their concerns) for AI in #CX.    Explore the report for insights from CX leaders at forward-looking companies as they prioritize maintaining #trust and human connections in customer experience. You’ll also find our recommendations to help you begin your journey to incorporate AI in CX.  https://lnkd.in/e4z7bhKy   Charlie Woodward, Helena Augenstein, and Greg Melia, CAE—I am grateful for your curiosity, collaboration, and commitment to elevating the human experience. Deloitte Digital Deloitte #CustomerExperience #ElevateHX

I am a huge fan of Julius Tapper and Renato Verdugo … and their brilliant article on Ai and humanity. See below 👇

I’m excited to share a new article titled “AI, History, and Creative Disruption,” written by two of my favorite human experience researchers and fellow humans Julius Tapper and Renato Verdugo. Here, they explore the parallels between four technological disruptors throughout history—from writing to the smartphone—and how humans responded with even greater creativity. Gain a new perspective on #AI as a creative force here: https://lnkd.in/gHKYiMWe #GenAI #DeloitteDigital #Creativity #HumanExperience #ElevateHX

🎓 I am thrilled to celebrate the graduation of our son from high school and our daughter from elementary school (she started in pre-k!!). Watching the two of them receive their diplomas and prepare for their next adventure reminded me of a favorite quote from a Dr. Seuss book that I received at my own high school graduation: 🏔️ "Kid you'll move mountains! Today is your day! Your mountain is waiting. So get on your way!" We're so proud of your accomplishments and excited for the amazing experiences that lie ahead for you. 🎉 Congratulations to all the 2024 graduates and their families! 👏🏻 #Graduation2024 #ElevateHX

Kim Christfort what an incredible impact over ten years!!! I look forward to the next ten!! 👏

As organizations look to scale #GenerativeAI, leaders are making big investments in their workforce and new technology. As my Deloitte colleague Deborshi Dutt notes in a recent Technology Magazine article, the necessity of preparing the humans who will work with the machines cannot be overlooked:  “It is crucial for leaders to foster #trust and remain focused on AI fluency when evolving their workforce to meet this moment of transformation.” Read more about prioritizing workforce trust here: https://lnkd.in/ebriH4YN Or, explore my recent The Wall Street Journal #CMOToday article for an approach that creates real value for AI by considering the human need as well as the business need here:  https://lnkd.in/eiYUduxw

🎬 Lights, action, camera! So excited to share the new highlights reel from our recent Human Experience Advisory Board gathering of customer and workforce experience leaders. 🍿 During a 24-hour period at Deloitte Digital’s New York Studio, we explored the issues driving human experience and strategies for making a compelling business case for CX and HX in organizations today. Our discussions centered around insights from our recent research identifying the top five challenges facing the #CXO.  (Find it here: https://lnkd.in/euHCit7g ) We also enjoyed hands-on demos of emerging technologies that are enabling leading customer and workforce experiences, an immersive cocktail hour with AI-enabled art installations, and lots of opportunities to exchange ideas and strengthen connections. The icing on the cake? 🧁 Every attendee saw themselves reflected as the super heroes they are in real life through custom-generated AI characters. Thank you to everyone who attended or helped to bring this immersive forum to life! We’re already making plans for our next experience and can’t wait to see you again soon! 😉 Daniel Fenjves, Christine Kang, Kim Lamoureux, Elizabeth Lascaze, Elaine Obergfell, Jeff Olson, Bryan Rokoszak, Duke Schaeffer, Kristin Starodub, Jonathan Valenti, Charlie Woodward, Renato Verdugo, Molly Needelman, Jake Roper, Yaakov Lyubetsky, Caiti Donovan, Diane O'Hara, and Matt Ohlinger, MBA Hayoung Shin

How are humans with machines improving the customer experience in contact centers?  In this The Wall Street Journal #CIOJournal article, my Deloitte colleagues mike syed, Georg Huettenegger, and Timothy McDougal explore several ways that #GenerativeAI has the potential to help improve experiences for customers and agents. For example, Gen AI can help generate customized messages to help customers stay informed about promotions, enable seamless self service, and better navigate self-service and informational offerings. For agents, it can help provide access to customer and product information while offering real-time prompts for agents that consider customer intent as well as conversation tone and context. Read on to learn more about #GenAI solutions across the contact center experience: https://lnkd.in/esDxF9SS #ElevateHX #CustomerExperience #WorkforceExperience

Great to be back on the Harvard University campus with my Freshman year next door neighbor and forever friend Ann Elisabeth Samson! #HarvardAlumniDay