How can businesses use AI to create customer experiences that feel more human, not less? In this Masterclass, join Concentrix as they explore how AI and design thinking come together to shape smarter, more personalised customer journeys.
Led by Tim Spooner, Design Lead at Concentrix, and Eric Fitzgerald, Regional Design Director, this session takes you from high-level strategy to practical implementation. You’ll start by looking through a design thinking lens to understand when and why to use AI in CX. Then, move into the hands-on, identifying which problems AI can solve most effectively, and unpacking real-world models and applications.
Topics covered in this session include:
- How to use design thinking to frame AI opportunities in CX
- Identifying the right CX problems for AI to solve
- Real-world examples of AI models in customer experience
- The balance between personalisation, automation and human touch
Don’t miss this opportunity to explore how thoughtful design and emerging technology can work together to create customer experiences that truly connect.
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