Laura Schonlau, SHRM-CP’s Post

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As AI continues to advance, it's becoming increasingly important for companies to identify where human nuance is needed in their interactions with clients. This means that departments across various industries will need to start researching and understanding where human touchpoints are crucial. Are you prepared to adapt to the changing landscape of customer interactions? #AI #CustomerExperience #HumanNuance

#Bravo 👏 Great read: "Total Experience (TX) takes a holistic approach that considers several aspects across the domains of CX, Employee Experience (EX), User Experience (UX), and Multi Experience (MX)1. It is the sum of all experiences and impressions an individual has throughout their journey with a company, including online and offline interactions, customer support, physical encounters, and digital interfaces."

The partnership between AI and human agents is about automation and enhancing human interactions. By leveraging both strengths, businesses are crafting experiences that are efficient, deeply personal, and profoundly satisfying. In this interdependent relationship, the future of customer service is not just promising; it’s exceptionally bright, offering a world where technology and human touch harmonize to create unforgettable customer journeys. Want to know more? Check out this blog: https://lnkd.in/gK8xgd4K . . #customerexperience #CX #CXservice #CXsolution #CXstrategy #customerservice #Aicontactcenter #Aiservices #Ai #CustomerSatisfaction #DigitalTransformation #CustomerEngagement #CustomerJourney #cxblog #CustomerFeedback #CXInsights #TechTrends

Level up your decision-making process! With Antlere Smart you can experience the power of AI-enhanced sentiment analysis, customizable templates, and a holistic approach to Experience Management. Smart Surveys for Smarter Decisions! #Antlere #Feedback #AI #CustomerFeedback #ExperienceEnhancement #CustomerExperience #CX #ExperienceManagement #XM #AISurveys #Surveys #SurveyBuilder #SentimentAnalysis

AI has the capability to take personalized experiences to a whole new level. Brands can customize CX to the individual level through predictive analytics – accurately helping brands anticipate how tastes and needs will evolve. ‘Predictive Personalization’ is the fourth key CX trend identified in our new report, which draws on insight from 200 brands and 2,000 customers from across the U.S. and UK. The report highlights AI’s transformative impact on the CX space – including real-word examples from top brands. Download the report for free: https://lnkd.in/gyvc_tVc #AcxiomInsights #CX #AI #Personalization

✨ The “Godfather of Customer Experience” will be speaking at Horizons Summit! ✨ Bruce Temkin, head of the Qualtrics XM Institute, will be a keynote speaker talking about, 𝘏𝘶𝘮𝘢𝘯𝘪𝘻𝘪𝘯𝘨 𝘈𝘐: 𝘉𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘌𝘮𝘱𝘢𝘵𝘩𝘺 𝘈𝘵 𝘚𝘤𝘢𝘭𝘦.👏 Empathy and AI are two topics du jour in XM, and Bruce and his team are thought leaders on the topic. He will unveil some of his latest research at Horizons and how you can incorporate empathy into our AI-driven world. He will help you use these new tools and techniques to create meaningful interactions and experiences. You won’t want to miss it. Horizons is an invite-only event, hosted by Farlinium. Learn more and request an invitation to Horizons at https://lnkd.in/e4KYyf2r. Don’t miss out! 🙌 👉 #cxo #customerexperience #experiencemanagement #cxstrategy #ai

The contact center is a critical touchpoint along the customer journey. It's often the primary channel by which customers interact with your company. At the same time, given that the employee experience drives the customer experience, you must ensure that agents have the right tools to be more efficient and productive, all the while improving contact center efficiency. Al can help with all of that. Join me for a webinar I'm hosting with GoTo in which I'll tackle the big questions around AI: ➡ What does this all mean for contact center leaders? ➡ How will Al help to improve the customer experience? ➡ Won't Al take away jobs rather than improve the employee experience? Link to register in first comment. #artificialintelligence #AI #customerexperience #employeeexperience #customerservice

#ArtificialIntelligence is making decisions about our lives. Will you get this job, or will you get admission to a particular college or not? This is also decided by #AI in many places. AI systems have become an integral part of our lives. However, the rapid advancement of AI technology comes with a set of #ethical & #societal challenges, chief among them being the issue of #trust. How do we trust AI systems to make #unbiased_decisions, protect our #privacy, and ensure our safety? The answer lies in what I like to call the 5 pillars to build trust in AI systems: iQor Fairness, Explainability, Robustness, Transparency & Data Privacy #SmileWith_iQor #BeMoreWith_iQor In this #journey towards trustworthy AI, it's essential to understand that we're not just dealing with technology; we're #architects of a future where humans & AI coexist #harmoniously. Our mission is to create AI systems that align seamlessly with human values and #expectations, ensuring they become a force for good in our world. It demands that AI #algorithms & models treat all individuals and groups equitably, without any form of bias or #discrimination. It is not just a matter of ethics; it's a fundamental requirement to ensure that AI benefits everyone. #CustomerEngagement #iqor Trust is the cornerstone of this endeavor. So, as we move forward in this exciting AI revolution, let's remember that building trust in AI is not just a #technological_challenge; it's a socio-technological imperative. Together, we can shape a future where AI systems enrich our lives while respecting our values & rights. iQor India #CustomerExperience #BPO

Companies that make simplicity a cornerstone of their #CX are outperforming other companies by a wide margin. Overheard today at the Frost & Sullivan Events Customer Contact East event from CX expert Nate Brown. Leveraging innovation, including #AI, for the purpose of injecting simplicity into the customer journey should be on every company’s agenda. #FrostCC #CustomerContactEast