| Our Key Theme for our September 2023 CX Leaders Summit was: The Role of Human Touch in a Tech-Driven Era. During the Summit we explored the balance between technology-driven interactions and the irreplaceable value of human empathy in delivering exceptional customer experiences.
The key topic areas covered during the session were:
• In the era of AI and automation, how do you strike a balance between efficiency and empathy in customer interactions? What examples have you seen where this balance is achieved effectively, or indeed been done badly?
• How can companies measure the success of their customer experience efforts when considering both technology driven and human-centric approaches? What KPIs are most important in this context?
• What ethical considerations should companies keep in mind when deploying technology in customer interactions? How can we prevent biases and discrimination in AI-driven solutions?
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