The Future of CX Is AI | With Dan Watkins and Rose Wang

In this episode we are discussing the future of CX and artificial intelligence with Dan Watkins, President of Forethought and Rose Wang, Head of Customer Experience also at Forethought. Forethought Technologies, Inc. is a Silicon Valley software company founded by a team of Dropbox, Palantir, and Autonomy alumni in 2017. Their mission is to enable everyone to become a genius at their jobs. They are the makers of Agatha, an answer engine for the enterprise, which searches your company’s knowledge bases to generate the most accurate answers.What is Forethought? 2:45What is broken in customer service? 7:12What’s keeping people away from AI 11:08AI implementation 14:28How can AI add a personal touch? 20:46What steps companies can take now to ready their organization to use AI 25:33Taking AI to the next level 28:19“Kustomer brings such an interesting perspective I think on a foundation of core platforms, bringing systems together: omni-channel, CRM, those types of words, and adding on layers of artificial intelligence. I think Dan, I think I had a similar conversation as you had with your CEO when you first told me you jumped. I said, ‘Oh you guys are just a chatbot company?’ You’re like, ‘No, look there’s more to it than that.’ And I think this AI piece really is needed and it’s something that the market really, really wants.” 6:21https://www.linkedin.com/in/d-watkins/https://www.linkedin.com/in/rosewang20/