CLICK TO WATCH : ‘ IMPACT OF AI ON CX : AI HELPS BRANDS BUILD GREATER CUSTOMER ENGAGEMENT ’
55 field of CX with all the inevitability of history in the making .
“ AI in CX is still in the experimentation phase ,” says Stephane Girard , CTO of Digital CX at global technology consulting firm Capgemini , in an interview with Gigabit Magazine . According to Girard , who leads Capgemini ’ s ongoing worn on AI in CX , the conversation around AI ’ s redefinition of the way customers interact with companies is undergoing a radical shift . “ The major thing is that we ’ re moving towards what we call ‘ conversation and immersion ’. We ’ re moving
away from the conventional approach – where customers interact with systems such as websites and mobile apps – and towards something more human , centred on either voice or text-based conversation . We ’ re seeing more and more demand for immersive experiences , in stores or in venues .”
Girard notes that , in addition to widespread consumer demand for increased immersion and ‘ hyper-personalisation ’, the driving trend behind this shift is a desire for increased simplicity in the way that consumers interact with brands .
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