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I think some of the most important work in AI happens when you ask “What does a good answer actually look like?” That question gets customer service, technology, and business teams talking about what the AI agent needs to know, what it must do, and when a person needs to step in. It also reveals expectations that everyone assumed were understood. Getting specific gives teams something they can build, test, and improve with confidence. A practical place to start: one customer situation and a shared definition of what the agent must get right. https://lnkd.in/gtagnaiG #CustomerExperienceAI #ContactCenterAI #CustomerServiceAI

Explore the GOAT CX model to find where your next customer journey improvement should begin.

Give your next AI agent a stronger foundation. Explore five parts of the customer journey that help turn a promising use case into better service.

Where should your next CX investment go? Follow one customer journey to find the right mix of process improvements, experience design, and AI.

The scariest thing in CX this Halloween? A broken process wearing an AI agent costume. Here's how to design what's underneath.

“What does that mean for me?” That’s the question I keep coming back to when thinking about conversational AI for health payers. A member may get their deductible balance and still need help understanding what they’ll owe for an upcoming procedure. The opportunity is helping members connect those answers and making it easy to reach a person when they need one. Explore where to start and what it takes to make the experience reliable. https://bit.ly/4BkwuL7