The Value of Forgettable Customer Experiences
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Description
As the use of artificial intelligence expands and finds more use cases, there remains special interest in its applications for customer service. Retailers and service providers are training AI to...
show moreThat’s what Adam Waite is betting on. As Head of Digital Conversations & AI with British gas supplier Centrica, Adam is laser-focused on using GenAI and large language models to make customer experiences as frictionless as possible. He is one of the minds behind the creation of Cosmo, Centrica’s customer-facing authenticating chatbot that took the gold for Best Innovation in Customer Service at the 2023 ECCCSA Awards. And now Adam sits down with Tech Leaders Intel to let us in on his award-winning insights. Throughout our 45 minutes together, he touches on such topics as:
- The evolution of customer support chat (and consumer trust in it)
- When it’s time to consider buying vs. building new technology
- Why the “channel of truth” is the most important customer service channel of all
- What success in delivering customer experiences looks like
- The difference between data scientists and so-called experts in emerging technologies
Information
Author | Xebia Crew |
Organization | Xebia |
Website | - |
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