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

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.

Related topics:

More from this channel

Upcoming talks (1)
On-demand talks (217)
Subscribers (9036)
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.