Turn Conversation into Insight—Watch the Full Webinar

Artificial Intelligence is changing the way brands design, deliver, and measure customer experience. In this on-demand session, Concentrix and SearchBlox experts share what they’ve learned about connecting human factors, intelligent search, and automation to build stronger, more efficient customer interactions.

About the Session

The recorded webinar explores how CX leaders can use AI and data to make service smarter and more human at the same time. Presenters discuss practical examples of automating repetitive work, organizing knowledge across systems, and using analytics to understand customer intent.

The discussion closes with clear next steps for teams ready to evolve their CX strategy—how to follow up, access the materials, and share the session with colleagues.

Speakers

John Lewis – Chief Knowledge Officer, SearchBlox
Shares how AI-driven search and data organization uncover patterns in customer behavior and reduce friction for advisors and end users.

Leslie Walker – Global Conversation Design Lead, Concentrix
Explains how human-centered design ensures that automation feels intuitive, empathetic, and aligned to real customer needs.

Together, they bridge technology and psychology—showing that AI succeeds only when designed around people.

Key Takeaways

• AI strategy with purpose: Use automation to enhance, not replace, human performance.

• Search and data integration: Organize enterprise knowledge so teams can act on information faster.

• Human-centered design: Build trust through transparency, usability, and ethical design principles.

• Continuous learning: Measure what works, capture feedback, and evolve CX through data.

• Next steps: Download the full presentation and replay the session to share with peers.

Why It Matters

Organizations everywhere are investing in AI. This webinar demonstrates how to make AI meaningful in the context of real customer experience—how to link strategy, design, and technology in ways that improve outcomes for both customers and employees.

If your brand is exploring intelligent transformation, this session provides a clear view of what success looks like: collaborative, ethical, measurable, and grounded in human insight.

Watch On-Demand

Access the complete recording to:

• Hear directly from Concentrix and SearchBlox thought leaders.

• Learn how to connect human factors and AI for scalable CX.