Unchurned - The No. 1 podcast for Customer Success
Redefining Customer Experience with Empathic AI ft. Andrei Negrau & Chad Horenfeldt (Siena AI)
Feb 26, 2025
Andrei Negrau, Co-founder and CEO of Siena AI, and Chad Horenfeldt, VP of Customer Success, delve into the world of empathic AI tailored for e-commerce. They discuss the critical role of maintaining brand voice during AI interactions and the company's drive for net dollar retention. The conversation highlights innovative strategies for leveraging tools like UpdateAI to enhance real-time customer insights and improve customer experience. Listeners gain valuable insights into balancing intuition with feedback while fostering collaboration across teams.
31:45
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Quick takeaways
- Empathic AI enhances customer experience by facilitating human-like interactions that understand users' emotions and needs, ultimately fostering loyalty.
- Transitioning to AI-driven solutions requires companies to restructure processes and build trust, ensuring effective customer engagement in a collaborative environment.
Deep dives
Leveraging AI for Business Transformation
Implementing AI technology requires a comprehensive restructuring of teams and processes to effectively yield results for businesses. Trust plays a vital role in this transformation as companies must navigate the uncertainties of switching to AI-driven solutions while maintaining customer engagement. Merely adopting AI is not sufficient; organizations must strategize on how to utilize it to create value for their customers while also meeting internal goals. This shift can be challenging for both the service provider and the customer, as it represents a significant change in the way businesses interact with their clientele.
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