Stop trying to delight customers! Just make it easy: How can GenAI make life easier for your employees & customers?

Forget the hackneyed moments of customer “delight” and the “moments of truth.” We’ve been talking about these for a decade, and yet customers still struggle with the fundamentals of interacting with your company. Whether it means an hour on hold, precious time wasted stuck in a real line, filling out archaic forms or just struggling to deal with your website interfaces, the amount of effort your customers are going to just to spend their hard-earned money with you frustrates them to the core. So, while dazzling CX and “delight” are nice holy grails to aspire to, why don’t we fix the basics and focus on the real thing that generates loyalty – ease of doing business?

This roundtable will focus on the challenges and opportunities in improving the customer journey in the following ways:

• What are the best ways to partner to optimize the omnichannel experience for customers across their buying journey?
• How can you mitigate the impacts and/or prevent attrition in the contact center?
• How to attract and retain the best talent amid a talent crunch to improve your tech support experience?
• What are the opportunities and risks of leveraging GenAI for optimizing your CX processes?