Episode released on: January 29th, 2023
Episode number: 163
Maximizing Business Output Across Customer-Facing Teams with Ashish Santhalia – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
Introduction:
Welcome to the latest episode of the CX Goalkeeper Podcast, where we explore the frontiers of customer experience (CX) through the lens of technology and leadership. In this episode, we delve into the transformative role of Artificial Intelligence (AI) in CX with our esteemed guest, Ashish Santhalia.
Guest Introduction – Ashish Santhalia:
Ashish Santhalia, a renowned figure in the realm of AI and CX, brings a wealth of knowledge and experience to our discussion. With a background rich in implementing cutting-edge technologies in customer service, Ashish offers invaluable insights into the evolving landscape of CX.
Contact Details:
Connect with Ashish Santhalia, CEO of Convin.ai on LinkedIn to delve deeper into his expertise and gain more insights into AI in CX.
Convin.ai : Maximize Business Output Across Customer-Facing Teams: Sales, Support, and Collections.
Deep Dive into Key Topics:
- Evolving CX Technology: Ashish discusses how AI-driven tools are revolutionizing agent performance and customer satisfaction. He emphasizes the need for businesses to adapt to these changes to stay competitive in the digital era.
- The Power of Data-Driven Insights: The conversation shifts to the significance of harnessing data for personalizing customer interactions. Ashish underscores the critical role of continuous agent coaching, tailored through AI-powered analytics.
- AI’s Future in CX: A future where AI complements rather than replaces human capabilities in CX is envisioned. Ashish shares his perspectives on how AI can augment human skills to create a more effective and empathetic customer service environment.
Top 3 Quotes from the Episode:
- “AI in CX is not about replacing humans, it’s about enhancing their capabilities.”
- “Data is the new oil in the digital economy, especially in understanding customer needs.”
- “The future of customer experience lies in the balance between technology and human touch.”
Top 3 Key Takeaways:
- AI’s impact on improving both agent performance and customer satisfaction is undeniable and crucial for future business success.
- Leveraging data effectively is key to personalizing customer interactions and refining agent training.
- The future of AI in CX lies in its ability to augment human skills, creating a more comprehensive and empathetic customer service experience.
Golden Nugget:
Ashish’s standout insight is the balance between AI and human interaction in CX. He asserts that the true potential of AI in customer experience lies in its ability to enhance, not replace, human empathy and understanding.
Conclusion:
Dive into the full episode to gain a deeper understanding of how AI is shaping the future of customer experience. Ashish Santhalia’s insights offer a glimpse into a future where technology and human expertise coalesce to create unparalleled customer experiences. Tune in to the CX Goalkeeper Podcast for more thought-provoking discussions on CX, leadership, and digital transformation.
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Keywords:
Customer Experience, AI in CX, CX Leadership, Ashish Santhalia, Digital Transformation in CX, AI Customer Service, Data-Driven Customer Insights, Enhancing Agent Performance, AI and Human Interaction, Future of Customer Experience, Personalizing Customer Interactions, Customer Satisfaction, CX Strategy, Empathetic Customer Service, CX Technology Trends, Customer Experience Podcast, CX Goalkeeper, Business Leadership, AI Integration in Business, Customer Data Analytics, CX Innovation, Business Podcasts, CX Management, AI-Driven Customer Service
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