Clare Muscutt talks with Samantha Conyers about how AI will impact customer experience management (CEM) practices

In episode #603 of the Inspiring Women in CX podcast, Clare
Muscutt talks to Samantha Conyers, the Chief Experience Officer
at EXCO, about…


 


Pioneering CX in the Caribbean and the growth of the industry in
recent years


 


Her practical approach to CX having led, designed, and
implemented experiences from scratch


 


️ The negative reputation that surrounds the term ‘consultant’
within the region


 


️ Bootstrapping, burnout, micro-managing in the pursuit of
perfection, and the elusive work-life balance


 


Implementing AI to ‘shorten the route’ to human connection and
empower agents and employees


 


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