In this episode of CEX Talks, host Abhinandan Jain interviews Kali Sarim, Vice President of Customer Experience at Symtrain. They discuss the evolving landscape of customer experience, the impact of AI on training solutions, and the importance of empathy and resilience in leadership. Kali shares her journey in the industry, the challenges faced by women leaders, and the need for diversity in leadership roles. The conversation also explores the future of contact centers, the significance of personalized learning, and the ethical considerations surrounding AI adoption.Chapters00:00 Introduction to Customer Experience and Leadership03:45 Empathy, Resilience, and Cultural Intelligence in Leadership07:18 Advancing Diversity in Leadership09:14 Empowering Women in Technology and Innovation10:13 Advice for Aspiring Women Leaders12:09 Innovation in Customer Experience Technology14:51 SymTrain's Approach to Training Solutions16:53 AI in Training: A New Era18:32 Personalized Learning Journeys for Agents20:14 Understanding KPIs in Agent Training21:14 Balancing AI and Human Interaction22:31 Industry Adoption of AI in Training24:00 Personalized Learning and Customer Expectations26:04 The Data Dilemma in AI Training27:28 Measuring Agent Training Effectiveness29:44 Ethical and Regulatory Challenges in AI31:10 Driving AI Adoption at Scale32:39 Emerging Trends in Contact Centers37:31 Leadership Skills for the Future38:34 Advice for Transforming Agent Development#customerexperience #AItraining #leadership #womenintech #contactcenters, #innovation #personalizedlearning #symtrain #cextalks

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