Featuring Sharona Sankar-King, Global Head of Engagement and Marketing for the Financial Services practice at Bain, and Maureen Burns, a Senior Partner in Bain’s Customer practice. Burns co-authored the recent HBR article “Using AI to Build Stronger Connections with Customers.”
Complimentary HBR Webinar
Monday, November 13, 12:00 pm EDT
AI is a tool. It can be used to strengthen connections with customers. But if used incorrectly, it can damage these connections. As companies adopt generative AI to create value, there’s a risk that they take the wrong approach when applying this technology to the customer experience.
Research shows that AI can help boost customer satisfaction when used to offer customers more personalized solutions or to help human employees provide better service. But when used to cut costs or improve efficiency, it can erode the customer experience.
On November 13, in a live, interactive HBR webinar, Sharona Sankar-King and Maureen Burns shared research findings and insights on using AI to build stronger customer connections.
In this webinar, Burns and Shankar-King examined:
- How AI can boost customer satisfaction
- Risks of AI damaging the customer experience and how to avoid these risks
- Research and case studies where AI has improved the NPS
- How to get started using AI to enhance the customer experience
Even in the world of AI, where metrics of customer sentiment may change, one premise will endure: Every interaction enhances or diminishes a customer’s perception of a company.