Seeking Experts for Webinar on AI in High-Touch Customer Interactions | ElevateCX

Seeking Experts for Webinar on AI in High-Touch Customer Interactions

Is there anyone here who has perspectives on AI’s Role in High-Touch Customer Interactions that wants to chat with me about it on a webinar next month? Looking, ideally, for two to three folks.

16 comments

Amar Taggar
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I wouldn't mind talking about AI's growing role in customer interactions.
Craig Stoss
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Are competitors allowed? 😉 ... asking for friend
sh
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define high touch: like high priority, or high back and forth, or high volume
Jen Weaver
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I'd say high-touch is for customers who are higher revenue and get a dedicated CSM.
Jen Weaver
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In other words, someone on the team is giving them time on a regular basis, not just automating contact with them.
Craig Stoss
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in regards to AI "High-Touch Customer Interactions" to me means: conversations or processes that have steps which an AI can help a user self serve. (example, delaying a subscription order, or changing an address on an account)
Sarah Betts
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If you want a vendor who rocks this use case, talk to Arthur Wu Editing to add - he and his cofounder are making it possible for everyone to have access to data in a way that allows the human to support with the full picture of the customer history/context
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Arthur Wu
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Thanks for the mention Sarah! mercer I can talk through the learnings we've had in deploying agent copilots for high-touch B2B SaaS + B2C contexts (to Jen's point - customers with higher ACVs / LTVs who have a dedicated CSM)
Arthur Wu
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This topic is dear to me -- too much of non-CX leadership is focused solely on chatbot use cases
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Conor Pendergrast
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Arthur Wu do you have anything written up on this already? Webinar, case studies etc
Arthur Wu
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I need to write a guide on copilot specifically, but for now here's some stuff we've written in the past:
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Case study with Sendoso (sarah's old stomping grounds): https://dataland.io/customers/sendoso
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A practical guide for CX leaders to prepare their data foundation to be used for AI: https://dataland.io/resources/2024-data-guide-for-scaling-cx
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Conor Pendergrast
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You had me at "Sarah"
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Conor Pendergrast
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Also, it sounds like Mercer's webinar request is a great way to pull out info on your copilot that you can then turn into a guide 😆
Arthur Wu
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At the risk of self-promotion, that would be great 😅 totally deferring to Mercer here of course
mercer
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Hey team! sorry, I asked and then disappeared. Yeah, I was prioritizing "high-touch" like high value,a nd I agree that a copilot situation would be probably best to talk about. HOWEVER, I am not allowed to include competitors on our webinars. :[
Arthur Wu
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Totally makes sense and no worries!