Rajesh Sankaran

This case study offers a deep dive into the challenges and successes of implementing generative AI for customer interactions. Gain step-by-step insights on designing an omnichannel virtual agent capable of delivering consistent, human-like support across chat, SMS, and phone channels. Our expert will teach you how to overcome technical hurdles, such as integrating AI with legacy systems and managing data readiness, while maintaining regulatory compliance. Real-world metrics and examples will highlight the impact on operational efficiency, customer engagement, and cost savings.

Join this candid panel discussion as industry leaders share lessons learned from digital customer experience (CX) failures and the strategies they used to recover. Explore real-world scenarios where misaligned digital tools, siloed data, and unmet customer expectations led to setbacks and frustration. Panelists will delve into how to identify the root causes of CX breakdowns and leverage these insights to build more resilient and customer-centric solutions. Gain valuable knowledge on the importance of proactive communication, transparency, and adaptability in turning failures into opportunities for growth. Learn how to implement fail-safes and agility in your CX strategies to maintain trust and loyalty during challenging times.