Content Highlight: What You Need To Know About The Intersection Of AI & Humanity

"AI is about augmenting humans, not replacing them." "It is about strengthening connections, not eliminating them."

You've surely heard these clichés, but how can you transform these pithy concepts into actions? How can you ensure that AI actually puts agents in position to be more successful? How can you mitigate fear that AI, ultimately, will reduce the presence and importance of agents?

The answers to these questions account for numerous dimensions, including:

• Reimagining humanity in the era of digital CX, enabling us to understand the enduring value agents will have in our customer contact centers.
• Precisely defining the complex, "human" tasks that agents will have to handle moving forward.
• Precisely definining the tasks AI can automate, and how such automation directly supports agents' ability to handle the above work.
• Establishing a new standard for agent performance, ensuring we cultivate teams of people who can act as effective custodians for automation and consultative ambassadors for customers.
• Determining the "employee experience" initiatives that will best attract, retain, and motivate these higher-caliber agents.

To support your investigation through these dimensions, CCW Digital is proud to highlight recent content partnerships with SharpenCX. These include the How-To Guide: How To Humanize CX Using AI and Automation and the webinar The Agent Experience of the Future.

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