In this episode of CEX Talks, host Abhinandan Jain interviews Kali Sarim, Vice President of Customer Experience at Symtrain. They discuss the evolving landscape of customer experience, the impact of AI on training solutions, and the importance of empathy and resilience in leadership. Kali shares her journey in the industry, the challenges faced by women leaders, and the need for diversity in leadership roles. The conversation also explores the future of contact centers, the significance of personalized learning, and the ethical considerations surrounding AI adoption.
Chapters
00:00 Introduction to Customer Experience and Leadership
03:45 Empathy, Resilience, and Cultural Intelligence in Leadership
07:18 Advancing Diversity in Leadership
09:14 Empowering Women in Technology and Innovation
10:13 Advice for Aspiring Women Leaders
12:09 Innovation in Customer Experience Technology
14:51 SymTrain's Approach to Training Solutions
16:53 AI in Training: A New Era
18:32 Personalized Learning Journeys for Agents
20:14 Understanding KPIs in Agent Training
21:14 Balancing AI and Human Interaction
22:31 Industry Adoption of AI in Training
24:00 Personalized Learning and Customer Expectations
26:04 The Data Dilemma in AI Training
27:28 Measuring Agent Training Effectiveness
29:44 Ethical and Regulatory Challenges in AI
31:10 Driving AI Adoption at Scale
32:39 Emerging Trends in Contact Centers
37:31 Leadership Skills for the Future
38:34 Advice for Transforming Agent Development
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