Conversations That Matter, a podcast from Uniphore · 2023-08-30 · 43 min
When a customer uses a chatbot, they aren’t just looking for a good conversation, they want solutions. Developing proper conversational AI strategies can be tricky, but fortunately we’re joined by a digital innovator who is at the forefront of improving the customer experience for his company. Joining the show this week is CX expert Martijn Franssen. Host Randy Ksar interviews Martijn to learn more about his previous work, how to provide your customers the solutions they need, and what it takes to build a robust conversational AI team. Takeaways: While technological progress can drive CX, it doesn’t define it. As new technologies come out, you should use them to increase your capabilities. But if you don’t have a strong foundational understanding of what your customers need, you won’t get far. Conversational AI will boost revenues when integrated with a strong omnichannel strategy. If CAI can make customers happy, they will spend more. If a chatbot knows when to transfer to a human, that rep can lean on their ability to upsell the customer. It’s no surprise that a good leader needs strategic ability and the power to motivate their team, but they also need to be a good storyteller.
It’s About The People - Diana Deibel - Conversations That Matter - Episode # 6860 / 100
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