S2: EP.02 - Transforming Customer Engagement with AI: A Conversation with Rob Dwyer

In this compelling episode of "Winning with AI," host Josh welcomes Rob Dwyer, the Vice President of Customer Engagement at Happitu. Rob shares his journey from working in the banking industry to becoming a leader in AI-driven customer engagement and conversational analytics. He offers insights into how AI is transforming customer interactions and elevating engagement strategies in today's business landscape.

Rob delves into the evolution of transcription technology, the impact of large language models (LLMs), and the potential of AI in replicating traditional quality assurance functions at scale. He discusses the challenges and opportunities AI presents in customer service, including the ethical considerations and potential job impacts.

The conversation also explores the importance of understanding customer sentiment without relying solely on surveys and how AI tools can provide valuable insights into customer experiences. Rob emphasises the significance of aligning AI implementations with business goals and fostering a supportive company culture.

Tune in to discover how AI is reshaping the future of customer engagement and learn about the practical steps businesses can take to leverage AI technologies for improved customer satisfaction and loyalty.