How Data, Governance, and Automation Actually Change CX

Allen Crane brings more than 20 years of experience across data, analytics, automation, and customer experience, and currently oversees data foundations and AI initiatives at Qualfon. He breaks down what is actually different about generative AI, why strong data matters, and where AI versus humans will fit inside the future contact center. 00:00 Allen’s background in data, analytics, CX, and AI 01:35 Why generative AI is fundamentally different from earlier automation 05:45 Why confidently wrong AI makes strong data foundations essential 08:10 Moving from AI experimentation to measurable CX ROI 18:35 How AI can own high-volume interactions while humans handle judgment and complexity AI can take over more repetitive customer interactions, but measurable results still depend on strong data, clear use cases, and humans handling the moments that require judgment. See how Atonom automates high-volume calls and routine service while keeping complex moments human: https://atonom.ai/utm38 Subscribe for more conversations with CX leaders on AI, automation, and the future of customer experience.