Manisha Powar
VP Head of Product Customer Experience Suite at Qualtrics
Expert insights
- All of this data is fundamentally disconnected. Website signals and your call center are completely not connected in most cases.
- By the time somebody looks at an insight and decides to act on that insight, life has probably moved on much further.
- We’re swimming in so much data, but we are failing to make human connections at scale, that that data is actually supposed to enable for us.
- The analogy I think of is the difference between yesterday’s chatbot and what we think now as agentic AI is that between a scripted call center operator and an expert problem so...
- Yesterday’s chatbot is reactive, it’s scripted, it follows a very static decision tree. Whereas the AI agent, like a Qualtrics Experience agent, is going to be more proactive an...
- Businesses want efficiency. They want to save money. They want to make money, but customers don’t want to be treated like a number.
- This is where businesses really want to help customers, but this is where the tension happens because businesses want efficiency. But at the same time, the business leaders don’...