Unlocking the future of employee experience with Gen AI

Customer experience (CX) agents face numerous challenges in their roles, from dealing with outdated legacy systems to navigating complex tech setups, all while contending with high levels of stress and burnout. Fortunately, the emergence of generative AI offers a glimpse into a more promising future. This future includes interactions that feel more human, personalized experiences, reduced call volumes through self-service solutions, and an overall improvement in the well-being of agents.

We invite you to join CX Network in conversation with Aurélien Caye, a Lead Solutions Specialist at Sprinklr. In this interactive session, we will explore the profound impact of employee experience (EX) and workforce engagement on achieving customer satisfaction. Our goal is to shed light on how Generative AI can empower your agents with the tools they need to effectively navigate the ever-evolving landscape of customer demands.

Our discussion will equip you with actionable insights and practical strategies to enhance agent productivity, elevate service quality and compliance, improve your products and services, identify transformation opportunities, and ultimately drive both CX and growth.

By participating in this webinar, you will gain insights into:

• The crucial importance of "listening" to your customers and the common obstacles that companies face in this endeavor.
• How contact centers can transform into intelligence hubs, capable of extracting actionable insights from 100 percent of your conversations, thereby enhancing overall Customer Satisfaction (CSAT).
• The pivotal role that conversational AI plays in quality management, product and service enhancements, the identification of transformation opportunities, and the overall advancement of your CX initiatives, ultimately driving growth for your organization

Speaker

Aurélien Caye
Lead Solution Specialist
Sprinklr

Aurélien Caye is a Lead Solution Specialist at Sprinklr, a Customer Experience Management Platform unifying all customer-facing functions. He specializes in customer experience and service and guides global brands in their digital transformation. With a background in business administration and a Stanford certification in Machine Learning, he brings a unique blend of business acumen and technical expertise. Currently based in NY, he supports North and South American companies after successful stints in the European and Middle Eastern markets. Outside work, he indulges his passion for outdoor expeditions, recently completing a 39-day Greenland crossing.

Gene Cheng
Global Lead, Employee Experience and Culture
Allianz Technology

Gene Cheng is the Global Head of Employee Experience & Culture at Allianz Technology, the internal IT company of the Allianz Group, a leading global insurer with over 14,000 employees across 20+ locations. In this role, Gene oversees Organizational Culture, Employee Listening, Engagement, DE&I, Occupational Health & Safety, Well-Being, and New Work initiatives. With a background in psychology and over a decade of diverse professional experience, she is dedicated to creating outstanding employee experiences and fostering inclusive organizational cultures through a data-based and systemic approach. Gene is a global citizen with work and life experiences in the Philippines, USA, Hungary, and Germany.

PARTNER