CCNG Town Hall: Applying Generative and Analytical AI to the Customer Experience

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Presented by

Michelle Martinez

About this talk

This member Town Hall was led by the brilliant Michelle Martinez, CCNG Academy member and industry thought leader. Michelle Martinez is a non-tech, passionate CX leader, sharing her insights about how generative and analytical AI can be applied to the customer experience. "I’m not an AI expert, but I’ve been spending a lot of time with the leaders of various tech companies over the last year to learn the fundamentals of AI, when it makes sense to consider AI, what traps to watch out for and what the opportunities and benefits can be." Michelle highlights some use cases and tech companies that are interesting to consider and why. Her approach to AI is founded in the idea that AI’s transformative benefit comes from enhancing, not replacing, humans.

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