In this virtual session, Forrester’s Vice President of Customer Experience Harley Manning discusses the latest Forrester research around the importance of human connections in customer service and how leading organizations are boosting CX with AI to augment humans to be even better at making emotional connections.
This virtual session will explore:
- A look at CX Leaders vs laggards
- Forrester’s research on the most impactful service interactions across industries
- The importance of emotion and human connection in customer service
- How AI is augmenting front line agents to drive superior customer experience