It’s time to rethink CX: Satisfying Customers at their Moment of Need

As technology constantly evolves, it's no surprise that artificial intelligence (AI) is playing a larger role in customer experience. With the rise of chatbots and virtual assistants, businesses are starting to see the value in using AI to improve customer interactions, making it easier than ever for customers to engage with brands. How can businesses make the most of AI to improve their business outcomes?

In today’s episode of the CX Pulse Podcast, our guest, Maribel Lopez, talks about some of the best practices organizations can get in touch with customers. She will also discuss the role of artificial intelligence (AI) in customer experience, how bots and virtual agents can improve sales conversion as well as some of the pitfalls organizations often fall into with AI.

Maribel Lopez is the Founder and Principal Analyst of Lopez Research, a market research and strategy consulting firm. In her role, Maribel tracks the evolving trends in mobile, IoT (transportation, retail, telecom, healthcare) and machine learning that leads to cognitive computing services. She helps companies select the right technology to build new agile business processes and advise technology vendors on how to build better products and go-to-market strategies.

Enjoy!

In This Episode

00:41 -What Lopez Research is all about

01:07 - How organizations can seize the opportunity to connect with their customers

02:07 - The role of AI in customer experience

03:15 - How bots and virtual agents can improve sales conversion

04:40 - Examples of how virtual agents have improved business outcomes

06:43 - Some of the pitfalls organizations often fall into with AI

Favorite Quotes

04:15 - "We've seen it happen in travel where someone might not know where they want to go next. But the right type of virtual agent can guide them down a path to say, 'Here are some things that might be interesting to you based on what you're looking at right now'." - Maribel Lopez

01:25 - "Customers want to be served on their channel. They expect you to know them, even proactively reach to them to alert them of issues. You have to be available on their channel of choice" - Maribel Lopez

06:59 - "I think one of the pitfalls that a lot of organizations fall into with AI is trying to make the scope of what they're doing too big. You have to really narrow it down to make sure that you can have success." - Maribel Lopez

07:53 - "Don't assume that the fallout (AI) is a result of just the technology. Sometimes the fallouts result of needing to change the process, needing to change the terminologies, or needing to broaden things." - Maribel Lopez

Engage with Maribel Lopez
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Lopez Research
Reimagine Hybrid Work Podcast

Visit NICE
Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
Linkedin - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

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