Author: Ivana Sekanic

Head of CX Solution & Strategy at Qualtrics. Through her career Ivana has a proven track record in helping organisations design and implement large-scale CX programs that improve decision making, prioritise resources and drive superior customer outcomes. She has held a broad range of business transformation roles across the Australian Energy and Financial Services sectors.

How to maintain human connection with customers in an AI world

By Ivana Sekanic   Posted in Artificial Intelligence - AI Customer Experience
Posted on

It sounds counterintuitive, but in today’s always-on world consumers are placing a premium on human connection. Among headlines about households spending more online than ever before, traditional bricks and mortar institutions moving to online- and digital-only models, and the general buzz for AI, two-thirds of Australian consumers still prefer to engage with brands via human …