Four Ways to Leverage Generative AI in Service and Experience
In this industry report, global customer service and experience leaders from Verizon, CarMax, Amazon, The Coca-Cola Company, Aflac & more share insights on finding the optimal balance between human touch and automation to regain lost productivity, drive efficiency, and derive insight from vast data sets.
Discover Four Key Strategies:

  1. Organize, unify and share data to drive results: empower CX transformation by unifying your data across all channels.
  2. Boost productivity, amplify the human connection: augment human insight with AI-powered automation for more efficient service.
  3. Rewire customer connections for the future: identify friction in the customer journey to deliver real-time assistance.
  4. Immerse and inform but proceed with caution: find the optimal balance between human touch and automation. 
The world’s most influential CS & CX leaders share their expertise:
“Every single person inside of our company needs to have access to tailored data that specifically looks at moments and experiences that they touch.” – Pamela Cohn-Roy, VP, Head, Customer Experience and Advocacy, Capital One

“If anything, there is an opportunity to leverage Generative AI to make their jobs, their services even more impactful for our customer.” – Brindha Sridhar, VP, CX Strategy, MetroPlusHealth

“I haven’t found a generative AI model that can build a relationship with a customer.” – David Graham, SVP, Customer Success, Intuit
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