This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead (alexmead@sky.com) recently to talk about it, and I wanted to share what we discussed here with all of you, too.
One thing I appreciate about Mead is how his opinions make me think. For example, I asked him about the short-term implications of AI, meaning in the next one to five years. Mead says that he believes AI will reduce customer effort in experiences. He predicts that customers can ask, “Hey! Where’s that order I placed two days ago?” that will be all they need to do for the AI to get them the information they want.
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