Unlocking GenAI for CX: Key Takeaways from Our Webinar

In today’s rapidly evolving digital landscape, integrating Generative AI (GenAI) into your business operations is not just an option—it’s a strategic necessity. From automating routine tasks to providing real-time, personalized support, it's clear that GenAI has the potential to revolutionize the contact center.  At Zingly, we understand that while the potential of GenAI is immense, many companies struggle with how to effectively incorporate it into their day-to-day activities. In our recent webinar, CMO Pat Oldenburg and Head of Product John D’Amour dive into the promise of generative AI in contact center operations, and discuss a practical approach to operationalizing customer facing genAI, offering insights on how to leverage its transformative power to drive business growth and enhance customer experiences.

Event summary:

The Promise of GenAI in Customer Engagement

Generative AI is projected to create significant value across industries. McKinsey Global Institute reports that it could add $2.6 trillion in value, particularly in areas like virtual experts, coding, creative content, and customer engagement. For contact centers, the shift from merely focusing on productivity to driving growth and new relationship management is where GenAI’s potential truly shines.

Overcoming Digital Friction

Despite the digital advancements over the past two decades, many companies have struggled to deliver on the promise of seamless customer experiences. Channels like video, chat, and screen sharing, while available, often operate in silos, leading to disconnected data and a disjointed customer journey. This has resulted in a phenomenon we at Zingly call “Foro”—Fear of Reaching Out—where customers dread engaging with businesses due to anticipated long wait times and frustrating processes.

GenAI, paired with human engagement,  offers a path to overcome these challenges by providing speed, consistency, and ease in customer interactions, all while building stronger relationships. The key lies in delivering a digital-first experience that customers will love, at scale.

Key Takeaways:

• The AI Revolution: Generative AI is projected to add trillions of dollars to the global economy, with customer experience being a prime area of impact. What are the target performance metrics and use-cases driving this transformation across industries?
• The 5-Step Process: A clear roadmap for organizations to safely and effectively implement generative AI in their contact centers.
• Maximizing the impact: Generative AI provides the path for how businesses can scale to meet growing customer demand, but to truly maximize investment and growth, a combination of GenAI, data and humans is critical to streamline interactions across multiple channels, delivering a unified and seamless experience.

Don't Miss Out!

Want to learn more about how generative AI can transform your contact center, drive growth and reduce operational costs? Listen to the on-demand webinar for deeper insights and actionable strategies.

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