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Customer-centricity is no longer an option but a critical business imperative. In an era where AI, hyper-personalisation, and digital transformation are reshaping customer expectations, companies that don’t evolve risk obsolescence. Understanding the holistic framework, a six-stage model that aligns leadership, culture, employee experience (EX), data, technology, and continuous improvement, all geared towards achieving excellence in customer experience (CX).
By the end of this session, the audience will:
- Learn about the importance of a customer-centric mindset, collaboration, integrating empathy, innovation, and operational excellence.
- The critical role of employee and their experience (EX) to deliver memorable CX.
- How AI, specifically predictive and generative AI, can personalise customer interactions and improve operational efficiency.
- Review the benefits of humanising digital engagement by using a checklist to prepare if you are ready to embed AI in your service delivery and achieve long-term growth.
