Artificial Intelligence and customer service: why Gartner predicts the return of humans by 2027
Total Automation of Customer Service Will Not Happen Since the emergence of generative artificial intelligence in businesses, one scenario has become prevalent in many technology discussions. Customer contact centers would be destined to gradually disappear in favor of chatbots capable of instantly responding to consumer requests. The promises are appealing. Cost reduction, permanent availability, capacity...
The Executive Morning Briefing: Corporate Finance and Management
On February 4th, the West End Hotel in Nice hosted The Executive Morning Briefing, a meeting dedicated to corporate finance and management issues. Moderated by Marc Chakhtoura, the event brought together experts and business leaders to discuss current challenges related to financing, growth, and business organization. Eight professionals from various fields were present to share...
Emotional AI: The Cornerstone of Customer Experience at Edenred
Onepoint Revolution Summit: Emotional AI at the Crossroads At the Revolution Summit organized by Onepoint, Damien Nuyttens—Customer Experience and Operations Director at Edenred—and Sébastien Billet—Partner Marketing & Customer Relations at Onepoint—discussed the evolution of artificial intelligence in customer relations. Specifically, they explored the role AI can play in understanding—not imitating—human emotions. Far from being a...
AI at the Heart of Outsourced Customer Experience
As the current President of SP2C (Professional Union of Contact Centers) since July 2022, Caroline Adam continues with determination her second term at the head of this representative organization for a key sector of the French economy. Caroline Adam has successfully structured a collective strategy to promote the value, professionalization, and influence of the sector....