Businesses have been urged to boost their customer experience functions by adapting new technologies, such as Generative AI, which, when effectively applied in the customer experience space, will greatly improve meaningful interactions that eventually drive real value for both businesses and customers.
This was among the key takeaways at an Executive Roundtable hosted by Exotel, a leading provider of cloud communication solutions, in partnership with Metro Edge Technologies, a fast-growing indigenous IT firm providing simple, innovative and cost-effective technology solutions to Enterprises and SMEs, on the theme "Create Value Beyond the Hype: The Role of Generative AI in Customer Engagement." The closed-door event brought together about 30 C-level executives from some of Ghana's top organizations, including Fidelity Bank Ghana, Ecobank Ghana, UMB, Guaranty Trust Bank Ghana, OmniBSIC Bank, Consolidated Bank Ghana, MTN, CalBank Ghana, ExpressPay, GLICO Group, First National Bank Ghana, Old Mutual Ghana, ADB and Social Security and National Insurance Trust (SSNIT) among others.
The forum provided an intimate platform for industry leaders to delve into the transformative potential of Generative AI in revolutionizing customer engagement.
Participants also explored how businesses in Ghana can harness the Generative AI this technology to move beyond scripted interactions, offering customers personalized, natural, and engaging experiences that foster deeper connections.