employee experienceArtificial Intelligencecustomer experience
The impact of EX and CX with the introduction of AI
It is a double edged sword: On the one hand, Artificial Intelligence (AI) could exponentially help employees deliver an even better customer experience, with knowledge at their fingertip and their ability to exercise greater discretion without having to engage their managers. However, tip the balance, and AI could be doing too much that it takes away jobs, employees that were spared redundancies experiencing survivor guilt, and ultimately impacting the customers experience. We’ll explore that balance and what it means for customer experience overall.
