This discussion explores the perspectives of Casey Denby, VP of Strategic Accounts & Partnerships at Zenarate, on customer experience excellence and the strategic use of AI.
Casey explains that Zenarate is a leading frontline simulation and coaching platform that automates role-play to improve training effectiveness, reduce turnover, and enhance the customer experience. He highlights how AI powers realistic conversation simulations, helping new hires build confidence and proficiency while maintaining consistency.
The discussion also covers the impact of Zenarate on attrition, the importance of competence in shaping customer experience, and the balance between compliance and empathy. Casey concludes by emphasizing practical AI applications in CX.
Highlights
[00:36] Casey's Career Journey
[04:38] Overview of Zenarate
[08:50] AI's Role in Zenarate
[12:41] Attrition and Training Effectiveness
[20:59] Customer Experience and Compliance
[39:04] Implementation Challenges and Opportunities
[42:31] Future of AI in CX
Connect with Casey:
LinkedIn: linkedin.com/in/caseydenby/
Website: zenarate.com/
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