CX
EPISODE 22

" It only takes one, maybe two, not so good experiences to really drive a customer to go to a different brand. "

Lou Reinemann
Research Director, Voice of the customer, IDC
Podcast Hero Image CX Leader Episode 22

CX-WISE Podcast

Data-Driven CX in the Age of GenAI with Lou Reinemann

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Summary

How is the explosion of unstructured customer feedback data reshaping Voice of the Customer programs? Join IDC’s Research director, Voice of the Customer, Lou Reinemann as he explores:   

  • The evolution from structured surveys to mining valuable insights from social media, reviews, and digital interactions 
  • How AI and GenAI are revolutionizing the way brands collect, analyze and act on customer feedback 
  • The critical balance between personalization and privacy in gathering inferred customer data 
  • Strategies for building trust and loyalty while implementing AI-powered customer experiences 

Tune in to discover how organizations can harness the power of unified customer data and emerging technologies to create more meaningful, personalized experiences while navigating the challenges of our AI-driven future. 

Episode Insights

Lou Reinemann on Balancing AI and Human Agents for Seamless CX
Lou Reinemann on Supercharging Your CX with AI-Powered Data

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