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The Dynamic Duo - AI and Humans Amplifying Customer Experiences


Presented By: NICE

Live Date: March 12, 2024. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Brooke Phillips, Senior Product Marketing Manager, and

Jared Norwood, Customer Success Leader, NICE

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About the Webcast

Contact centers are harnessing the power of AI-driven analytics to redefine service delivery, presenting seamless, tailored, and often anticipatory interactions. Yet, the advantages of AI transcend the realms of businesses and customers alone. Agents, supervisors, analysts, and quality teams alike can harness AI-driven insights and established agent behaviors to cultivate positive sentiment and elevate CSAT levels.

But how exactly can human agents and AI collaborate to enhance customer experiences? This critical question will be thoroughly examined in our upcoming webinar, where we will explore numerous ways AI can complement and enrich human-led customer interactions. Despite common misconceptions, integrating AI into customer interactions is not only feasible but also straightforward. Join us as we uncover how AI has the transformative potential to enhance the human touch in customer experiences.

Here's a glimpse of how AI can be utilized to enhance CX at every touchpoint:

  • Analyzing every interaction, every time for instant insights to customer behavior, trends, and issues
  • Enhancing agent soft skills to foster positive sentiment and customer satisfaction
  • Streamlining manual notetaking processes for agents, freeing up their time for more impactful tasks
  • Cultivating authentic customer relationships through empathy-driven interactions, leading to brand loyalty

Join us  for a look at how AI can help drive CX and delight your customers. We will also include some customer success stories.

About the Presenters

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.

Jared Norwood, Customer Success Leader, NICE

Before joining NICE as a Customer Success Leader, Jared led a team of speech tool agnostic analysts at TeleTech/TTEC that supported sales, service, and blended teams. While at Teletech/TTEC, Jared developed repeatable processes to drive service and sales improvements across all tools.  He has also served as the Manager of Casino Marketing and Services for Caesars Entertainment, leading teams comprised of casino sales and services professionals aimed at increasing revenue and driving CSAT.