customer experience competitive advantage artificial intelligence generative AI

Harnessing AI for a Better Customer Experience

TechSpective Podcast Episode 123


Customer experience is crucial for the success of a brand. However, it can be costly for a company to properly staff and train agents to address customer needs, and it is often a maddening exercise for customers seeking help. Generative AI may hold the key to solving both ends of that equation and delivering better results for both the company and the customers. Naomi Nuta, VP of Marketing at Cogito, joins this episode of the TechSpective Podcast to talk about the impact of AI on customer service and how brands can enhance and improve their competitive advantage by leveraging artificial intelligence tools.

Naomi first realized the value of emotion in communications through her work at Nielsen, where she helped establish a custom research organization that leveraged consumer neuroscience to help Fortune 100 consumer brands and media organizations produce emotionally resonant advertising. Before that, Naomi represented WPP’s BCW, a global communications agency, where she developed a foundational program to ensure that market research informed every client’s account strategy.

Check out the full episode for more on the power of artificial intelligence to enhance customer experience and strengthen a company brand. We also get into some of the (VERY) frustrating experiences of reaching out to customer service to troubleshoot an issue and being forced to walk through a flow chart of basic steps you’ve already tried twice by someone who knows far less than you do about the issue or technology in the first place. But, maybe that’s just me.

The podcast itself is audio-only, but the video of our conversation is also available on YouTube if you prefer:

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