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

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.


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