Harnessing Large Language Models for Enhanced Customer Experience

This conference talk from Conf42 LLMs 2025 explores how large language models can revolutionize customer experience management. Discover the technological evolution in CX, from traditional methods to advanced AI and machine learning applications. Learn about implementing personalized customer interactions, proactive issue resolution strategies, and enhanced self-help solutions powered by LLMs. Explore efficient resource allocation techniques, sentiment analysis with real-world case studies, and essential metrics for measuring CX success. The 32-minute presentation concludes with insights into the future of AI in customer experience and practical implementation strategies. Speaker Ed Fullman provides a comprehensive overview of how organizations can leverage LLMs to transform their customer experience operations.