Does automation only deliver generic customer experiences?

At CX APAC Live 2020 Paula Gill, senior account executive at 8X8, discussed how to ensure AI and automation prevents the existence of generic customer experiences

CX Network

What is customer experience automation? 

Business leaders are investing to compete on customer experience by driving automation with machine learning and AI techniques. The intent is to increase productivity and streamline communications by using systems to execute simple, repetitive tasks.

In her session Gill questioned: are these approaches actually empowering employees to deliver differentiated customer experiences?

While exploring ways to create personalized customer experiences through automation, Gill presented brand new global research findings on how ineffective communication undermines business productivity.

Watch the session above to discover how to avoid automation pitfalls when introducing machine learning and AI techniques.