#97: The Future of Customer Experience: AI and Actionable Data with Ken Peterson, President, QuestionPro Customer Experience

Ken Peterson is the President of QuestionPro’s Customer Experience Division and joined me for an enlightening conversation about the intersection of AI and CX. QuestionPro’s Voice of the Customer platform already incorporates AI in its range of products from basic surveys to complex research, customer experience and employee engagement. GenAI promises to change customer experience but what are the smartest strategies to create a win for the customer, a win for employees, while delivering on business outcomes? Ken, a self-admitted geek and mathematician, shares his vision for the future and shared insights on practical applications.    In this episode of The Delighted Customers Podcast, Ken answers these questions and much more:  How can companies be proactive in addressing customer feedback to prevent passive customers from looking for alternatives? What are some examples of AI tools, like those used by companies such as Target, that empower employees to assist customers more effectively? In what ways can AI contribute to customer retention, share of wallet, and add-on sales, as well as improve employee satisfaction? Why is it important for content to be curated and actionable when incorporating AI into customer experience, and how can companies ensure that employees are properly trained to use it? Tune in to discover how integrating AI thoughtfully can revolutionize your customer service strategies.  Episode Notes: Meet Ken Ken Peterson has over two decades of experience in the marketing research, retail, technology, hospitality and transportation industries with a recent focus on Big Data Business Insights, and SaaS deployments. This ties in with his long history of P&L responsibility and detailed understanding of improving business operations. He has had the privilege of helping clients in retail, hospitality, technology, travel, sports and media better understand how to make use of the vast quantities of data that is now available, but often underutilized and misinterpreted. He enjoys delivering relevant insights, fact-based execution and bottom-line results. LInkedIn: https://www.linkedin.com/in/kenpeterson/ Website: https://www.questionpro.com/us/?