On this episode, Amelia welcomes Craig Kennedy, Senior Director of Research at Aragon Research, Inc., an advisory firm that focuses on high-impact market research and advice to help businesses make better technology and strategy decisions. During this conversation, Craig and Amelia discuss: - The impact customer experience has on brand loyalty. - Creating omnichannel communications for customers to increase their comfort when seeking support. - The ways AI has created positive changes in the customer experience. - How intelligent virtual agents are now mimicking the way humans naturally interact. - Using data to personalize the customer experience. Resources mentioned: Craig Kennedy - https://www.linkedin.com/in/craigskennedy/ Aragon Research, Inc. - https://www.linkedin.com/company/aragon-research/ Aragon Research | Website - https://aragonresearch.com/ This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. #CXO #CX #ContactCenter #CustomerService #CustomerExperience