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Leaders Roundtable: Striking the Right Balance: Bringing a Human Touch to AI in Customer Experience

In this digital era, the pivotal role of customer experience (CX) in building brand loyalty and trust is top of mind for many companies.

Organisations are swiftly adopting technology, especially AI-driven solutions, to elevate their customer and employee experience strategies, boosting efficiency and convenience along the way.

Yet, integrating AI into CX is a delicate balancing act. AI is often perceived as impersonal, lacking the human touch that can foster genuine connections and empathy in CX.

According to Ecosystm research in Singapore:

  • 52% of organisations prioritise customer self-service to enhance CX and reduce employee workload
  • 75% have implemented or are considering AI-infused self-service technologies
  • 64% worry about smoothly transitioning to a human when AI can’t address customer queries or issues

Organisations require a practical and seamless AI-powered solution that elevates both customer and employee experiences.

We invite you to join me and your industry peers for a closed-door candid conversation on:

  • Key pain points in meeting customer demands for CX and practical solutions to mitigating them.
  • Harnessing the power of unified CX, communications, collaboration, and employee solutions on one single platform
  • Best practices for leveraging customer intelligence to help drive efficiency and increase profitability.
Artemis Grill & Sky Bar,
138 Market St, #40-01 CapitaGreen, Singapore Venue Directions
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Amit Gupta
Group CEO and Founder, Ecosystm Group


Zoom Video Communications, Inc. is an American communications technology company headquartered in San Jose, California. It provides videotelephony and online chat services through a cloud-based peer-to-peer software platform used for video communications (Meetings), messaging (Chat), voice calls (Phone), conference rooms for video meetings (Rooms), virtual events (Events) and contact centers (Contact Center), and offers an open platform allowing third-party developers to build custom applications on its unified communications platform (Developer Platform)