How to Develop Your AI Strategy as a CX Leader (Even if You’re Not Ready)

Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly!

As customer experience (CX) leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences. It’s time to test AI’s limits, see what it’s good at doing, and find out where it falls short.

(We know you might not feel ready. The secret is that very few leaders do. Take one step at a time, and don’t be afraid to try things.)

Of course, many of us are still early in our AI adoption journey, and we have plenty of other priorities. To succeed with AI, we need to know just enough about what’s happening, how we can get the best results, and how to protect our customers’ trust.

To help you start or fine-tune your AI strategy, in this live session, we’ll explore the main things customer experience leaders need to know about AI and investigate how AI can shape the customer journey.

Video Highlights:
00:00 Welcome and Topic Introduction
04:31 Artificial intelligence is now unavoidable
06:14 What Are Artificial Intelligence and Generative AI?
09:15 AI Needs a Human Touch
10:06 Why Every CX Leader Needs to Understand AI (And Have a Basic Strategy)
22:52 How AI Shapes the Customer Journey
30:08 Where Can AI Improve The Experience?
32:02 Final Thoughts
33:43 Q&A: How can we measure the effectiveness of AI in improving customer experiences?
37:59 Q&A: What should CX leaders prioritize when starting their AI adoption journey?
42:24 Q&A: How can we balance AI adoption with protecting customer trust and data privacy?
45:46 More Resources and Wrapping Up

Resources Mentioned:
👉 Download the CX Success Statement Workbook -- https://bit.ly/cx-success-workbook
👉 Article: How To Prioritize Customer Experience Efforts -- https://experienceinvestigators.com/t...
👉 Customer Experience (CX) Trends [LinkedIn Learning Course] -- https://bit.ly/lilcxtrends
👉 Learn more about CXI Ground School™ and apply – https://cxigroundschool.com
👉 Visit our website: https://experienceinvestigators.com/
👉 Connect with us -- https://experienceinvestigators.com/c...
👉 Tune in to the Experience Action Podcast -- https://www.experienceactionpod.com
👉 Have a question for the podcast? Visit http://askjeannie.vip
👉 Jeannie’s LinkedIn Learning Courses -- https://bit.ly/jeannie-lil
👉 Missed a past webinar? Watch them here: https://bit.ly/jeannieyt