Navigating the CX Maze: Insights from Ian Robertson on VUX World

Navigating the CX Maze: Insights from Ian Robertson on VUX World 1600 1200 Kane Simms

Ian Robertson, The Forum joins us as we delve into the dynamic world of Customer Experience.

Join us on VUX World for an enlightening episode with Ian Robertson from the Forum, where we delve into the dynamic world of Customer Experience (CX).

In this discussion, we’ll explore the critical successes and oversights of today’s CX leaders, unraveling the common challenges and emerging trends that are shaping the industry. A key focus will be on speech analytics and its interplay with AI – understanding its potential, limitations, and why it hasn’t yet become a mainstream tool. We’ll discuss the importance of linking what customers say to their actions and outcomes, emphasizing the need to start with identifying the problem rather than jumping to solutions.

Ian will shed light on the right questions CX leaders should ask for AI success and why AI solutions often end up isolated. We’ll also touch on the significance of silence in speech analytics, the hurdles in acting on data insights, and the balance between striving for perfection and accepting reality. This episode promises to offer a deep dive into the complexities of CX, enhanced by real-world case studies from Capita, The Times, and Anglian Water.

Join us as we dive into the details.


In this episode

00:00 Introduction
02:45 Welcome Ian
05:33 Versions of ChatGPT
11:24 Ians background in the CX space
13:06 What does ‘Good’ look like?
14:55 Different goals
24:20 Agent assist capabilities
32:20 Key skills in contact centres
35:30 Business approach
39:05 Will everyone have baseline service offering?
47:10 Improvements
51:20 Automation tools
1:00:20 What is Good customer service?
1:04:57 Outro

Find out more about The Forum here 

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