Amazing Business Radio: Geoff Webb

Understanding Customers’ Values in a Digital Age
How AI and Human Partnership Can Create a Better Customer Experience
Shep Hyken interviews Geoff Webb, the Vice President of Products at PROS. They discuss how automation can eliminate friction and create a better buying and selling experience for customers in a new digital age.
Top Takeaways:
There must be a balance between artificial intelligence (AI) and human connection. As with any new technology, there always needs to be a human fallback.
The COVID-19 pandemic resulted in a massive shift in both business and consumer buying preferences and habits. Many companies were unprepared to make the shift to e-commerce, self-service and other digital channels.
Think of AI instead as IA, or intelligent assistant. Have it support an employee (versus a customer) so they have faster access to the right information. This helps them work more efficiently to support the customer, which results in a better customer experience.
The