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

#customerexperience #AItraining #leadership #womenintech #contactcenters, #innovation #personalizedlearning #symtrain #cextalks