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3 Ways AI and Humans Can Create Better Customer Experience


Presented By: NICE

Live Date: October 12, 2023. PLEASE SIGN IN FOR THE RECORDING.

Presented by Zhecho Dobrev, Partner, Human2outcome and

Brooke Phillips, SR Product Marketing Manager, NICE

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About the Webcast

Like it or not, we are all now living in the world of AI. Contact centers are already applying the power of AI to transform how they deliver customer experiences that enables seamless, personalized, and often predictive levels of service. However, reaping the benefits of AI for CX is not just about the business and their customers. Agents also stand to benefit from AI and the objective, data-based performance metrics that help guide their (human) behavior for optimal outcomes.

How can human agents and AI work together to create better CX? Join this webinar, featuring CX and customer behavior expert and author, Zhecho Dobrev, to learn 3 easy ways that AI can be a complement to human-led customer interactions.  It’s not quite as difficult or intimidating as one might expect.

Here’s a preview of how AI can be applied to drive meaningful CX from first interaction to last:  

  • Improve the agent soft-skill behaviors that lead to positive sentiment and happy, satisfied customers
  • Lift the burden of manual notetaking, on every interaction, for agents
  • Foster genuine customer relationships that create brand loyalty thru emotion-led interactions driven by empathy, ownership, and effective questioning



About the Presenters

Zhecho Dobrev, Partner, Human2outcome

Zhecho Dobrev has devoted his career to the art and science of customer experience management  and is the author of newly published book “The Big Miss: How Organizations Overlook the Value of Emotions” (Business Expert Press, 2022). He is a partner at Human2outcome, who specialize in changing the behaviors of leadership, middle-management, and those of customers to drive customer-driven and sustainable growth. 

Zhecho’s thought-leadership in the field is ingrained in practice. For more than 13 years, Zhecho has been helping many of the world’s most renowned organizations improve their customer experience including American Express, FedEx, and Caterpillar.

Brooke Phillips, Senior Product Marketing Manager, NICE

Brooke is a senior product marketing manager with over 15 years of marketing communications experience in b2b technology. Her industry marketing experience includes advertising/media, intelligent transportation services, and business consulting. At NICE, she is focused on product messaging and positioning for customer engagement analytics and Enlighten AI.