Impact'24. Transforming Customer Experiences: The Power of AI

On the ImpactCEE stage, Regional Director for Foundever Poland & Bulgaria, Monika Röhr-Łukasik, alongside Jakub Borowiec from PwC and Daniel Cohen from PayU took part in a moderated discussion titled "AI: Company Strategy and Customer Experience" led by Aleksandra Przegalińska from the Leon Koźmiński Academy.

Here's a glimpse of some of the insights shared by the Director of Foundever Poland during the panel:

1) Integration of AI in Business Strategy 

AI is increasingly becoming the centerpiece of strategic decision-making at Foundever. We harness its power to tailor customer experiences, streamline operations, and drive productivity. Across the CX/BPO sector, integrating AI is essential for maintaining competitiveness, although we are still uncovering its full potential as the technology matures.

2) Impact on Customer Experience 

AI is reshaping customer engagement, with intelligent virtual assistants and chatbots leading the charge. They offer 24/7 support and personalized interactions, while AI-driven analytics provide valuable insights, enhancing the quality and responsiveness of customer service.

3) Challenges and Opportunities 

Integrating AI into diverse client systems presents challenges, but we've developed flexible AI systems with robust API capabilities to ensure seamless integration. Staying ahead in the AI landscape requires continuous innovation and adaptability. At Foundever, we invest heavily in R&D and foster a culture of continuous learning to set industry benchmarks.

4) Future Trends

The future of AI promises even greater autonomy, driving enhanced predictive analytics and sophisticated customer interactions. In the CX/BPO industry, we anticipate a surge in AI-driven process automation and intelligent decision-making platforms, reshaping the industry landscape and unlocking new service possibilities.