Merijn te Booij of Genesys: AI Will Not Only Allow for More Human Empathy, It Will Create It
b'Two years ago I had a chance to speak with Merijn te Booij, CMO of Genesys, a leading provider of omnichannel customer experience (CX) and contact center solutions in the cloud and on-premises. And last week I had another sit down with him during the company\\u2019s annual user conference; Xperience 2019. And with two years feeling like two decades in terms of technological developments, I was curious to get Merijin\\u2019s perspective on just how much has changed in the areas of AI, customer experience and conversational interfaces. But what really captured my attention is how he feels these technologies will impact our abilities to apply human empathy to interactions with customers to improve experiences for both consumers and employees. And on top of that, how he feels that AI will also lead to AE \\u2013 artificial empathy \\u2013 somewhere down the line.'