It was a pleasure speaking with Martin Hill-Wilson, Anna Cook, and kevin murphy at the Customer Engagement Summit last week about the role of personalization in customer experience. Our discussion on personalization at scale covered everything from how organizations can adopt AI internally to how getting personal influences trust at scale. Two key themes stood out from what we’re seeing with customers as they deploy voice agents: 1. Building trust through personalization - leveraging the voice that resonates most with the customer based on intent and use case, hyper localising your strategy (ie. matching dialects to regions), and ensuring humans can still step in when appropriate to build trust and genuine empathy into every interaction. 2. Finding internal AI champions - identifying pockets of experimentation and using early pilots to demonstrate value, then scaling quick wins into momentum for a company-wide AI strategy. It was also great to hear from Anna on the importance of practical use cases and tangible results over theory - and the amazing work the team at Sky is doing! #customerexperience #voiceai
👏 so cool!
Well done Vanessa Piacente 🌟
Vanessa. Two great points. Local dialects are very powerful ways to signal relevance and supporting internal champions is classic change mgt tactics that ensure adoption.
Vanessa Piacente, great insights. The dialect matching piece is fascinating. Are you seeing regional personalization outperform demographic-based approaches in your pilots?
Really great to chat Vanessa
GTM @ ElevenLabs || Embracing AI to elevate human potential
2wVanessa Piacente Very Cool 🚀