Carta’s David DeMarco on Preserving Human Touch for High-Stakes Financial CX
As AI automation grows in customer experience, the most forward-thinking organizations aren't replacing humans, they're redefining how humans and AI work together. In this insightful conversation with David DeMarco, SVP of Business Technology at Carta, on AI CX Innovators, Ashish explores why increased automation actually makes quality assurance more crucial and how "white space mining" can uncover the 20% of issues driving 80% of CX improvements.
David also shares Carta's strategic approach to channel selection, giving customers choice in how they engage while reserving human expertise for…
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