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Summary:
In this podcast episode, Jason Williams, the Global Vice President of Corporate Marketing at Verint, discusses the importance of storytelling in marketing and the role of AI in customer experience. He emphasizes the need for tangible and pragmatic outcomes, rather than abstract notions about AI. Williams highlights the ability of AI to balance cost savings and improved customer experience, dispelling the idea that it is an either/or scenario. He also explains how AI can enhance employee engagement and work-life balance, as well as provide better coaching and support for contact center agents.
Key Points:
- Storytelling is important in marketing as it helps paint a high-resolution picture of success and aligns with the outcomes customers care about.
- AI is a tool that can deliver both cost savings and improved customer experience by augmenting the workforce, providing faster and more scalable solutions.
- Verint focuses on tangible and pragmatic ROI through specialized bots that address specific challenges, such as wrap-up, scheduling, coaching, and quality-related tasks.
- AI can balance human and technology in customer experience by enhancing employee engagement, work-life balance, coaching, and providing better agent tools.
- AI enables new capabilities, such as unlimited scheduling, shift change capabilities, and bringing answers forward, which address real employee engagement and work-life balance challenges.
- The emotional side of employee engagement and experience is important, and AI can help agents perform better, reduce wasteful activities, and improve overall satisfaction.
Key Statistics:
- Verint has over 40 specialized bots that deliver specific outcomes with measurable ROI.
- AI can reduce wrap-up time at the end of a call by 30 seconds, leading to improved agent efficiency and reduced customer waiting time.
Key Takeaways:
- Storytelling helps align marketing efforts with customers’ desired outcomes and paints a clear picture of success.
- AI can provide both cost savings and improved customer experience by augmenting the workforce and delivering tangible ROI.
- AI enhances employee engagement and work-life balance through tools that allow for flexible scheduling and shift changes.
- AI improves agent coaching and support, leading to better customer interactions and outcomes.
- AI helps balance human and technology in customer experience by providing better agent tools and reducing time wasted on administrative tasks.
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