Скачать или смотреть CX and AI: Pitfalls and the Future Ahead - Disha Gosalia, Career CCO

In the latest episode of Numbers and Narratives, we engaged in an insightful discussion with Disha Gosalia about the transformative impact of AI on customer experience (CX). Gosalia, drawing from her extensive experience in the customer experience space (most recently as Gladly's Chief Customer Officer), shared valuable perspectives on the current state and future of AI in CX.
Key takeaways from the conversation:

AI adoption crucial is inevitable in the CX space
Generative AI actually lowers the barrier for personalized experiences
New AI-specific roles are emerging
Privacy and hallucination concerns are a threat to adoption

Gosalia emphasized the importance of starting AI implementation now, while being mindful of potential challenges. She advised CX leaders to focus on efficiency and be cautious of unrealistic vendor promises. The discussion highlighted the evolving nature of CX roles and the need for companies to adapt their strategies in this AI-driven landscape.

You can find Disha here:   / dishagosalia