Greg featured in Financial Times / Sifted article on contact centers and AI
Greg Kihlström was recently featured in an article from Sifted (part of Financial Times) on building a contact center using artificial intelligence.
He was quoted saying:
“Contact centres play a key role in the customer experience because the interactions they participate in are often critical points in the journey,” Greg Kihlstrom, martech advisor and principal at The Agile Brand, tells Sifted.
“Often, contact centres are handling complaints or other issues that arise, or they are assisting in the completion of a purchase. Because of this, the interactions can be particularly memorable and the outcomes or overall experience can have an outsized impact on the customers' view of the brand.”