Episode Summary: 

In this episode of the Better Tech podcast on AI in Customer Experience, host Colin McCarthy speaks with Shardul Vikram, CTO and Head of Data & AI at SAP Industries & CX, about how AI is reshaping customer experience. They explore SAP Joule and the SAP CX AI Toolkit, which integrate generative AI solutions into workflows. Shardul shares insights on ethical AI practices, safeguarding data privacy, and how AI-driven solutions enhance customer interactions and streamline operations. The conversation emphasizes the transformative potential of generative AI and its role in driving digital transformation across industries.

Show Notes:

1. Shardul explains how SAP tools like SAP Joule and the SAP CX AI Toolkit transform customer experiences with generative AI.
2. Learn about ethical AI practices, including data privacy, preference management, and compliance.
3. See how SAP’s customer data platforms enable personalized interactions with a 360° customer view.
4. Explore the impact of generative AI in boosting efficiency and enabling intelligent service agents.
5. Get tips from Shardul on starting small with AI to quickly demonstrate value and drive adoption.

This episode is hosted by Colin McCarthy, Host, BetterTech