Personalizing the customer experience with AI

AI isn't just about chatbots and automation, it's about understanding your customers on a deeper level and creating experiences that truly resonate.

On this episode of the CX & Culture Connection Podcast hosted by Matt Egol, CCXP, Andrew Carothers, Digital CX Leader at Cisco Systems, shares how AI can help us personalize the customer journey. We're talking about predictive analytics and using data to proactively steer customers away from issues before they even arise.

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More about Matt Egol and JourneySpark Consulting:

Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting

A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven.

Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing.

Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures.

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