What Contact Centre Leaders Need to Know About AI & CX with Tim Muhundan - S1EP3

Ever felt the frustration of being on hold for an hour, only to be transferred and have to explain your problem all over again? That’s a bad customer experience (CX). Now, imagine a world where you are routed to the right person immediately, with your history already available, and your issue is resolved in a fraction of the time. That’s a good CX.

In this episode of The Kiwi CX Collective, we sit down with Tim Muhundan, the CEO of Automate.CX. Tim, a former civil engineer, has a rich background in the contact centre and CX world, including being part of the team that implemented Air New Zealand's contact centre. He now helps businesses create seamless customer journeys powered by AI without losing the essential human touch.

We discuss the critical crossover between contact centers and CX, and explore the big questions shaping the industry today:

• What defines a good customer experience? Tim explains that it's the sum of every touchpoint, from initial interaction to post-transaction support.
• Is AI a threat to human agents? We look at how AI can empower agents by providing them with all the necessary information, reducing mundane tasks, and allowing them to focus on empathetic, meaningful conversations.
• What are the biggest challenges and pitfalls? Tim warns against "shadow AI," where employees use unauthorized tools, risking data breaches and compromising confidential information. He also emphasizes the danger of implementing AI just for the sake of it, and the importance of a proper business transformation project.
• Who is responsible when AI makes a mistake? We discuss the crucial need for AI governance and human accountability, with the leader ultimately being responsible for any errors.
• What does the future hold for CX in a changing New Zealand demographic? Tim highlights the opportunity for AI to bridge language and cultural barriers, providing a more personalized experience for our increasingly diverse population.

This is a must-listen for business leaders, CX professionals, and anyone curious about how to navigate the evolving landscape of customer experience and AI, ensuring that your organisation is both efficient and human-centred.

Guest: Tim Muhundan, CEO of Automate.CX

Connect with Tim:

LinkedIn: Tim Muhundan

Keywords: CX, Customer Experience, AI, Artificial Intelligence, Automation, Contact Centers, Tim Muhundan, Automate.CX, AI Governance, Data Security, Customer Journey, New Zealand Business, Omni-channel, Future of Work.

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