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VUX World
You’ll build your first chatbot twice with Orlando Gadea, Stanley Black and Decker
Jul 20, 2022
Orlando Gadea, Global VP Customer Experience Transformation at Stanley Black & Decker, talks about challenges of using conversational AI for pre-sales questions, developing agile culture in a traditional organization, and lessons and insights from experiences.
49:06
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Quick takeaways
- Successful implementation of conversational AI requires organizations to focus on value delivery and iterate rapidly to meet stakeholders' needs and expectations.
- Building trust with customers involves providing seamless and personalized interactions, anticipating their needs, and delivering exceptional experiences.
Deep dives
The Importance of Conversational AI in Improving Customer Experience
Conversational AI plays a crucial role in driving customer experience improvements. By leveraging AI-powered chatbots, organizations can enhance customer support efficiency, expand their reach, and deliver seamless and accessible experiences. The ability to provide immediate assistance and access information 24/7 is a significant advantage of conversational AI, especially in pre-sales and post-sales inquiries. However, organizations need to focus on value delivery and iterate rapidly to address stakeholders' needs and expectations.
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Discover
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Listen to the best highlights from the podcasts you love and dive into the full episode