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AI's Transformative Role in Customer Experience Strategy | Insights from Samsara's Head of CX Strategy Emma Sopadjieva
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This podcast features an interview with Emma Sopadjieva, Head of Customer Experience (CX) Strategy at Samsara, on the "AI with Arun Show." Sopadjieva defines CX broadly as every customer interaction with a brand, emphasizing the goal of "wowing" customers through seamless, personalized experiences. She highlights Samsara's data-driven approach to CX, utilizing over 30 "listening posts" and vast operational data to create a 360-degree customer view and employ AI for insights and hyper-personalization, both externally for customers and internally for efficiency. The discussion also covers the challenges of driving cross-functional CX improvements and the importance of diversity in CX teams for broader problem-framing and bias-checking. Finally, Sopadjieva offers advice for aspiring CX professionals, stressing quick wins, adaptability, and viewing CX as a mission-critical and evolving field significantly impacted by AI.
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