At the recent Five9 CX Summit, Liz Miller sat down with #CX expert Nick Delis to discuss the evolution of #AI and customer experience. Here are some of the key takeaways...
🔑 2023 was the "year of failure" as companies experimented with AI, 2024 the "year of learning", and now 2025 is poised to be the "year of execution" - where we see tangible value from AI investments.
🤖 The key is balancing AI automation with empathy and human touch. AI can enhance agent performance and deflect simple queries, but empathy is critical for sensitive customer situations.
🌍 In regions like Latin America and Iberia, the human connection is highly valued. Successful CX strategies need to adapt to local cultural preferences while leveraging the power of technology.
đź’¬ It's not just about the data and metrics - the emotional impact on both customers and agents is crucial. Small gestures can make a big difference.
Watch the full interview!
