Why It's Time to Get Serious About the Customer Experience Pt. 2 w/ Nitin Badjatia

Robots are good at a lot of things. Assembling cars. Turning the heat down in our homes. Even the Jetsons had a robot butler!

So how should we feel about the future of customer experience when it feels like AI is taking over more and more parts of our world? 

In part 2 of our interview with Nitin Badjatia from ServiceNow,  he talks about the future of AI, and why those working in customer experience don’t need to fear a Jetsons robot taking their job. 

First, we are still in the infant stages of IOT. The IOT landscape is still very much the wild wild west. 

But as IOT progresses, look for the contact centers to evolve as well. Customers will have the expectation when they call that you already have all their information. 

“You should know that my thermostat isn’t working, because it’s connected to your servers.” 

Second, while AI is very good at handling the WHAT and the HOW, it is terrible at processing they WHY. 

WHY is still the thing humans are best at. 

Let’s embrace AI so that it can free us up to focus less on the WHAT and the HOW, and let us focus our efforts on the WHY. 

Check out the entire interview with Nitin here.