Tag: GenAI
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Why AI Needs More Ethics, Not Less: My Thoughts
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A few weeks ago, I was at the Customer Contact Week conference in Las Vegas—a buzzing hub of innovation, strategy, and, as it turns out, controversy. As I wandered the expo floor, a bold banner caught my eye. It read, in unmistakable letters: “AI doesn’t need human ethics.” At first,…
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Unlocking the full potential of Amazon Connect
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It has been a pleasure to connect (pun intended), talk and eventually collaborate with Eliza Taylor to co-author this blog. We are both passionate about this topic pf org change management for large transformational projects, specially those that involve customer service. This topic is an area that I have also…
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Creating a Customer-Centric Culture
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In today’s business landscape, customer satisfaction has become a top priority for companies across all industries. Customers have more options than ever before, and their expectations are constantly evolving. In response, companies are increasingly adopting customer-centric approaches to drive customer satisfaction, retention, and loyalty. The contact center is often the…
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The Rise of Agential AI in Customer Service: A New Paradigm of Intelligent Support
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The landscape of customer service is experiencing a transformative revolution with the emergence of agential artificial intelligence – sophisticated AI systems that demonstrate agency, autonomy, and purposeful behavior. Moving beyond the capabilities of conventional AI that simply responds to prompts, agential AI systems actively engage in decision-making, maintain persistent memory,…