With Generative AI now rapidly evolving, customer experience (CX) is evolving rapidly too. In the recent episode of the Tech Transformed podcast, Mike Gozzos, the Chief Product and Technology Officer at Ada.CX sat down with host Christina Stathopoulos, Founder of Dare to Data. They talked about how generative AI is changing business-customer interactions.

“I view it all not just as a business opportunity but we are here to solve a problem that has existed as long as commerce,” Gozzos said. He emphasised that AI’s goal isn’t just efficiency. It is about building trust and clearly understanding customer needs to allow productive interactions.

AI, he noted, “has really enabled what used to be much more costly to happen at scale”, and pointed out that the best customer experiences are proactive.

Looking to the future, Gozzos tells Stathopoulos believes generative AI will foster more natural, personalised, and effortless interactions.