In this insightful discussion, Mike de la Cruz, President of iAdvize, and Katie Himes, CX Lead at Payne Glasses, dive into the transformative power of AI in enhancing customer experience. They explore the balance between automation and the human touch, demonstrating how AI chatbots can personalize customer interactions. Katie shares Payne Glasses' journey through challenges and efficiencies gained, especially in engaging with older demographics. The conversation highlights actionable strategies for leveraging real-time data to improve engagement and drive conversions.
