Peter Neels

Peter Neels, Senior Director and Customer Experience Strategist at Zendesk, dives into the world of AI in customer service. He shares the critical need for a strategic, phased approach to AI implementation. Neels discusses how agents' roles are evolving alongside AI enhancements and emphasizes training that mirrors how human agents onboard. He also illustrates the importance of bridging expectations between technology and business readiness, ensuring that customer experiences remain personal and connected.