X-Talks: The AI Edge - How Generative AI is reshaping customer experience

In today’s competitive landscape, customer experience has become a key differentiator. Businesses that consistently provide superior customer experiences have a competitive advantage over those that do not. Frustrating experiences can put a business at a disadvantage, making it harder to attract new customers and retain existing ones.

So, where is generative AI having the greatest impact on customers’ experiences?

Generative AI, such as Chat GPT, has found exciting applications in customer experience management and customer journey management. By leveraging natural language processing and machine learning techniques, AI models can understand and generate human-like text, enabling businesses to enhance their customer interactions.

Generative AI is revolutionizing customer experiences by introducing efficiencies and insights into CX and journey management programs. With its ability to process and analyze large volumes of customer feedback in text format, AI empowers businesses to provide personalized experiences, automate sentiment analysis, and unlock valuable insights. By leveraging AI, businesses can enhance customer satisfaction, build loyalty, and gain a competitive edge in the customer-centric landscape.

About the speaker

Trent Rossini is responsible for all operational delivery, professional services engagement, product conceptualisation and delivery of inQuba software. Prior to joining inQuba, Trent was the CIO for Discovery Health and in 2003, was appointed as COO of PruHealth, Discovery’s UK joint healthcare venture with Prudential. He also spent several years consulting on various systems integration projects for Deloitte and Accenture. Trent holds a B.Sc.(Mech) Engineering from the University of the Witwatersrand and a Graduate Diploma in Industrial Engineering.