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Adam Toporek, an internationally-recognized customer service expert, keynote speaker, and frontline trainer, talks to Engati on ‘Winning with Experience’.
He talks about how technology and Artificial Intelligence can be leveraged to create personalized customer experiences at scale.
Adam speaks about the fact that customers are irrational creatures and that businesses need to take this into consideration while creating customer journeys. Customers don’t buy with logic. They buy with emotion and then try to use logic to justify their purchases.
He also tells us that we should be focusing on Digital Integration rather than Digital Transformation. Transformation implies that we’re going to go completely digital. Integration is more realistic in the sense that we will have humans working in collaboration with digital systems. The human element is integrated within the digital experience.
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