Summary 

CX leader and bestselling author, Dan Gingiss explains how AI is transforming personalization in customer service, using his own banking experience to show the difference between basic automation and true personalization. 

In this video, you'll learn about: 

• How AI analyzes customer data to create genuinely personalized experiences rather than just basic customization 
• Why small details like preferred names matter in customer interactions 
• The distinction between AI capabilities and machine learning's role in continuous improvement 
• How AI can gather and apply individual customer insights across different touchpoints 

Watch now to see how AI is making customer experiences more personal and meaningful, at scale.