Simon Kriss is the Chief Innovation Officer at the Customer Experience Innovation Institute (CXII) and the author of ‘The AI Empowered Customer Experience’. The Customer Experience Innovation Institute aims to change how businesses engage with customers using innovative strategies, insights, and research. In this episode, Simon shares his insights into how AI can improve contact centre operations and customer engagement. He discusses the differences between traditional and generative AI, how AI has evolved in the CX space, and how businesses can begin incorporating AI in small but meaningful ways.   Resources and links: Purchase ‘The AI Empowered Customer Experience’ here Customer Experience Innovation Institute website Simon Kriss’s website Simon Kriss on LinkedIn   Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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