The recent article, The Future Contact Centre: AI at the Heart of the Customer Experience features some thoughts from Greg Kihlström - here is a quote:

For many businesses, the crucial interface for CX remains the contact centre. “Contact centres play a key role in the customer experience because the interactions they participate in are often at critical points in the journey,” explains Greg Kihlstrom, MarTech Advisor at The Agile Brand. “Because of this, the interactions can … have an outsized impact on the customer.” With this in mind, the future contact centre is being reimagined with AI at its heart.

Read the full article here,