Three steps to AI-powered omnichannel CX
How CX leaders can tap into the power of AI and evolve their omnichannel CX
Discover how and where to leverage AI for CX and drive organization-wide innovation
An omnichannel listening strategy is a fundamental pillar of modern, digitally driven CX and as channel mixes and customer needs evolve, omnichannel is becoming more sophisticated. Yet CX Network’s Global State of CX 2023 survey found that just under 20 percent of practitioners have a fully implemented omnichannel model.
During this webinar, Koren Stucki, VP of omnichannel CX strategy for Qualtrics, was joined by Ralf Nickel, Director of Customer Experience at General Motors, as they outlined three steps all CX leaders can take to tap into the wealth of information they already have at their disposal and harness the power of omnichannel insights.
Drawing from General Motors' case study, Koren and Ralf covered how to go beyond surveys to capture customer feedback, how and where to use AI and how to leverage organization-wide innovations to support digital transformation, service quality improvement, and journey optimization.
Watch this webinar to discover:
- The types of unstructured feedback channels that are available and the value they can bring to your organization.
- How to expand your listening strategy to combine solicited and unsolicited feedback.
- What steps to take to get buy-in from your boss.
Speakers
Ralf Nickel
Director, Customer Experience
General Motors
In his current role, Ralf is responsible for generating Voice of the Customer data & insights and delivering enterprise CX solutions to improve in-person customer interactions. Ralf works cross-functionally to implement a human-centered approach, connecting front-end activities with enabling back-end technologies and processes. Ralf has held a variety of roles in the GPSC (Construction, Fuel Cell, Electrification, S&M, Semiconductor, Infotainment, IT) and Operational Excellence/Quality organization.
Ralf started his career at Opel Bochum, Germany and worked in various locations in Europe for General Motors before expatriating to the US in 2000.
Koren Stucki
VP, Omnichannel CX Strategy
Qualtrics
Koren leads omnichannel CX strategy for Qualtrics helping companies to take a programmatic, enterprise approach to drive continuous improvement. She has extensive experience in service innovation, customer experience and voice of the customer and employee programs, having built organizations and programs as a practitioner in Fortune 100 and start-up businesses, and as a consultant to companies across multiple industries.
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