Utilizing Key Performance Indicators to Measure AI Impact

AI continues to expand our horizons—but all its promise means nothing if it doesn’t circle back to the most important thing: customer experience.

This week, host Ruth Zive speaks with Joe Wang, Director of Customer and Community Experience at Ancestry. With a rich professional background spanning top tech companies like Yahoo, Alibaba, and Upwork, Joe shares his unique insights on integrating AI into CX, the lessons learned from being an early adopter, and the trends and developments that tech professionals should be excited to tackle.

Join us as we discuss:

• Using small-scale tests to convince internal stakeholders of AI’s value
• Integrating AI with customer behavior data to provide more proactive support
• Balancing automation with the personal touch in customer interactions
• Ensuring AI applications comply with customer privacy and legal standards