Stop focusing on just chat bots and look how to incorporate AI within the customer journey to make each touchpoint intentional and experiential.

Each company continues to explore and often struggle with what the emerging waves of AI innovations mean to their business and what it means for their customer experience. Some brands have just started this journey while others are a bit further down the road. Regardless, business leaders know we’ve only scratched the surface trying to understand how AI will be impactful to business objectives and what they want to accomplish.

Join Ken Madrigal, Senior Director Unified Best Practices Group at Sprinklr, in a comprehensive discussion of how brands can assess their operations and readiness when thinking about the impact of AI across these CX categories: Knowing your customers (Insights); Engaging customers (Automation and Agent Practices), Measuring your customer experience (Reporting and Storytelling) and finally Retaining and connecting with your customers (Loyalty, Advocacy and Retargeting).

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Self-service experiences have been less than stellar. Customers have become accustomed to digital interactions that feel far from human. After years of promising better, faster, more human-centered experiences, companies are still falling short when it comes to self-service.

But — there seems to be a light at the end of the tunnel. Engaging with new technologies like ChatGPT, customers have finally been able to experience a sophisticated, intuitive and human-like conversation with a chatbot.

So, how will this impact the future of CX? When can customers expect better chat experiences? And why has it taken this long?

Join our analyst team as they discuss:

The future of self-service technology

How Generative AI can change the self-service game

Insights on optimizing the tech stacks underneath API’s

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The promise of generative AI is exciting — after years of dealing with inefficient chatbots, dated technology and dead end self-service interactions, customers are ready for change. With as low as 15% of customers stating that they trust chatbots, it is clear that effective communication on chat is currently a rarity. 

Customers want natural, intuitive and seamless conversation, and this sense of ease on self-service ultimately acts as a differentiator in the digital age. Being able to communicate with customers is critical for forming better relationships, building trust and maximizing customer life-time value. So, it comes as a surprise that so many companies are still enabling inefficient, high-effort and low value interactions.

Join Matt Abrahams, Lecturer of Strategic Communication at Stanford Graduate School of Business for a discussion on how generative AI will revolutionize communication in the contact center and beyond. While ChatGPT can’t replace human connection, it can prepare agents for challenging moments and promote nuanced responses that encourage empathy.

He will discuss:

• The fundamentals of strategic communication
• How ChatGPT can act as a resource to customers and agents alike
• Insight on how effective communication can transform your business

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