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The adoption of AI into customer experiences, and marketing efforts is happening-rapidly. But it’s not enough to just slap AI onto an existing interaction. Success lies in how humans plus AI work together to create what my guest today calls boundless experiences.
Today, from the Forrester CX Summit North America, we are thrilled to have JP Gownder, Vice President and Principal Analyst at Forrester Research, with us to discuss the crucial alignment of customer experience, digital experience, and marketing.
J. P. Gownder is a vice president and principal analyst on Forrester’s Future of Work team. He covers the impacts that technology and human factors jointly have on the future of work. He helps clients design strategies that drive productivity, collaboration, and effective hybrid work. His research also covers how technologies like devices, collaboration software, extended reality and the metaverse, and artificial intelligence and automation reshape the future of how and where we work, what our jobs look like, and how we can drive productivity, collaboration, and the employee experience.
Previous Work Experience
A prolific writer and speaker, J. P. has written articles for publications such as Mashable, Information Week, ComputerWorld, Forbes, The Los Angeles Times, and The Washington Post. He has also been quoted in The Financial Times, The Wall Street Journal, The New York Times, USA Today, Wired, and many other publications, and he has appeared on NBC television, Bloomberg television, Voice of America, National Public Radio, and other media outlets.
Education
J. P. graduated from Harvard University with a BA (magna cum laude) and an MA in political science. He also conducted research at the Harvard Business School.
RESOURCES
Forrester website: www.forrester.com
Access Forrester's Generative AI Essential for CX Leaders (www.forrester.com/customer-ex...)
Press Release: Forrester's 2024 US Customer Experience Index: Brands' CX Quality Is At An All-Time Low (www.forrester.com/press-newsr...)
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[@xexonz-jg6fr]

JP Gownder seems like a knowledgeable speaker on the impacts of technology and human factors

[@mikky23mich]

Excited to learn about the integration of AI in customer experiences from this Forrester expert!

[@user-qc2rw5bk7v]

The discussion on the strategic alignment of AI for effective hybrid work sounds promising

[@AlinaOrlova-wx3mz]

The blend of technology and human touch in customer interactions is key for success

[@Ripkimasih]

It's crucial for companies to align customer experience with digital experience and marketing

[@mono_promo]

The collaboration between humans and AI for boundless experiences is intriguing

[@nastenafilonenko1123]

Looking forward to gaining insights on the future of work with AI in the mix

[@Boss-bd6fl]

Eager to understand how to leverage AI to create seamless customer experiences

[@kristiphoenix4862]

How can AI enhance productivity and collaboration in the workplace? Can't wait to find out!

[@Dizayner_N1]

AI is not just a standalone solution but a tool to amplify human potential