Скачать или смотреть CX in the Digital Age: AI, Digital Transformation & CX Challenges

Go beyond the tech buzzwords with this deep-dive panel from the Exotel Customer Engagement & Experience roundtable!

Join Joel Maina (Head of Customer Experience, Jubilee Insurance) and Rebecca Obondi (AGM, Global Customer Services Leader, Sunking) as they discuss the real-world impact of AI and digital transformation on customer experience (CX) in the evolving African market.

In this video, you will learn about:

The evolving role of the customer-first mindset in business today.

How African enterprises like Jubilee Insurance and Sunking are strategically using digital AI for internal operations before rolling it out to customers.

The critical balance between human touch and automation to maintain service quality and consistency across various regions.

Overcoming early CX challenges like managing high call volumes, deriving actionable customer insights from data, and achieving speed and reliability.

The importance of localizing CX—speaking to customers in local dialects ("mashinani") to create a truly empathetic and effective service.

Featured Speakers:

Rebecca Obondi: AGM, Global Customer Services Leader, Sunking

Joel Maina: Head of Customer Experience, Jubilee Insurance

0:00 Introduction: CX in the Digital Age
0:06 Meet the Panel: Rebecca Obondi, Joel Maina & Moderator
0:20 Rebecca Obondi (Sunking): Placing the Customer First & Call Volume
0:58 Joel Maina (Jubilee Insurance): Where CX is Headed in Digital AI
1:47 Jubilee's Digital Transformation Strategy
2:30 The Core Customer-First Question: Are You a Customer?
3:30 Rebecca: CX Challenges & The Move to a Unified Platform
4:06 Handling High Call Volumes and Customer Insights
4:45 The Need for Localized CX ("Mashinani" Dialects)
5:21 The Spark for Digital CX Transformation at Jubilee
6:00 AI for Automated Claims Adjudication in Insurance
6:37 Empathy in Digital CX and Timely Payments
7:08 Collections, Persistency, & Customer Engagement
8:05 Rebecca: How Exotel Solved for Scale, Speed & Consistency
8:45 The Role of a Reliable CX Partner & Future Vision
9:21 The AI Revolution is Coming to Your City

Key Takeaways:

Hear how a unified engagement platform like Exotel helps solve for speed, scale, and service consistency to meet rising customer expectations in a dynamic and diverse market.

#CustomerExperience #CX #DigitalTransformation #AIinCX #Exotel #JubileeInsurance #Sunking #CustomerEngagement #AfricaTech #BusinessTransformation #TechRoundtable