David Truog, VP, Principal Analyst

Show Notes:

Generative AI (GenAI) will have a transformative impact on customer experience. VP, Principal Analyst David Truog guides CX leaders on how to harness the creativity and navigate the risks of GenAI for better CX. He offers definitions, use cases, and prescriptive advice so you can confidently dive into this brave new world. 

Topics covered in this episode include: 

  • What is GenAI? 
  • What risks should CX leaders consider? 
  • How can GenAI improve CX for customers? 
  • How can GenAI change the way CX pros work? 
  • What questions should you ask GenAI vendors? 

For more, check out David and colleagues’ coverage on GenAI for CX: 

Generative AI Essentials For CX Leaders | Forrester  (client access required)

Do You Understand GenAI? You Need To, Especially If You’re A CX Leader

Generative AI Can Help Design Now — And It’s Just The Beginning