As consumers search for the best price, product and service, the quality of customer experience plays a significant role in long-term success. While digital innovations promise to deliver rich experiences, in reality, 64% of consumers feel companies have lost touch with the human element of the customer experience.
To explore how companies are weighing up the benefits of both human and automated interactions to provide the best customer service, the Financial Times, in partnership with Kin + Carta and Google Cloud, recently hosted a webinar on supporting customers, maintaining loyalty and gaining trust through AI Powered Customer Service with these panelists:
- Karl Hampson, CTO Data and AI, Kin + Carta
- Meena Vishnampet, Conversational AI Practice Lead, Google Cloud
- Arun Nandi, Senior Director and Head of Data and Analytics, Unilever
- Abdul Khaled, Head of Digital, Customer Experience and Digital Products, E.on
This blog summarizes the key points arising from the experts’ discussion.