E19: Exploring the AI Revolution in CX: A Conversation with Simon Kriss

In this episode, host Oliver Lennon is joined by Simon Kriss, Australia’s leading voice on AI in Customer Experience (CX). Author of “The AI Empowered Customer Experience”, Simon is a sought-after keynote speaker and consultant, named among the 2024 CX Top 50 Global Influencers to follow. With over 30 years of experience in the contact center and CX industry, Simon provides a deep dive into the transformative power of generative AI and its implications for businesses today.
The conversation explores the evolving landscape of CX, where Simon discusses the dual challenges of the fear of missing out (FOMO) and the fear of moving forward (FOMF) that many organizations face when integrating AI. He shares practical advice on how companies can leverage AI, starting with small, well-defined use cases, and stresses the importance of aligning technology with a strong business strategy and a focus on people.
Listen in as Simon and Oliver delve into the future of AI in CX, how to overcome common obstacles, and what it takes to successfully implement AI solutions that enhance both efficiency and customer satisfaction. Whether you’re a CX professional or simply curious about the future of AI in business, this episode is packed with valuable insights from one of the industry’s most respected thought leaders.