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The Disruption of Customer Experience Management. Artificial, Intelligent, Hype or Reality?

"This is changing the equation I saw a year ago on its head... generative AI truly igniting what I think is the future of customer experience, which is human empathy and human ingenuity."
"100 days ago I took over as CEO of IGT Solutions." This powerful opening statement sets the stage for Kathryn Stein's insightful discussion during MachineCon 2024 on the disruption of customer experience management through artificial intelligence. As the new CEO of IGT Solutions, a customer experience and customer service firm with a 20-year history rooted in the travel and hospitality industry, Stein brings a fresh perspective on how AI is reshaping the landscape of customer interactions. Redefining the Experience Economy Stein emphasizes that IGT Solutions' charter over the last 100 days has been to "redefine the experienced economy." With 25,000 colleagues (agents) in 30 locations worldwide, the company has diversified beyond its travel and hospitality roots to serve vario
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Anshika Mathews
Anshika is the Senior Content Strategist for AIM Research. She holds a keen interest in technology and related policy-making and its impact on society. She can be reached at anshika.mathews@aimresearch.co
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