Bryan Wassel

The home improvement retailer says associates will be able to better guide professional customers through complex projects with new insights available through its Sidekick app.

Good change management starts by identifying where the experience is falling short and introducing technology as a solution — not the other way around, Delta's Amin Lalani said.

“We're finding tangible ways to leverage generative AI to improve the customer, member and associate experience,” Walmart CEO Doug McMillon said.

The executive spearheaded mobile ordering upgrades and better order fulfillment at Chipotle. Experts say the same lessons could improve CX at Starbucks.

Most customers have had a poor experience with a chatbot or interactive voice response system, in many cases due to the inability to reach a live agent, according to a survey by Verint.

“We're finding tangible ways to leverage generative AI to improve the customer, member and associate experience,” CEO Doug McMillon said.

The retailer's self-service experiments are speeding up purchases, while a chatbot helps associates assist customers, executives said.

Only 14% of customer service issues are fully resolved in self-service, Gartner found. This frustrates not just customers, but agents as well.

Experts think Zoom has the potential to become a top contact center solution vendor, but competitors are still ahead of the company in certain aspects.

Generative AI chatbots are well-suited to draw on customer metadata and company knowledge bases to personalize self-service experiences.