The Tech Blog Writer Podcast - Inspired Tech Startup Stories & Interviews With Tech Leaders, Entrepreneurs And Innovators

What real-world impact is AI having on businesses today? How do we measure its success? These are the questions we are exploring at the Experience 2024 event by Genesis in Denver, Colorado. Amid the buzz about AI, I want to dig deeper and uncover tangible examples of its business value. In this episode, I speak with Louise Phillips, Vice President of Customer Centres at Virgin Atlantic, and Michael Johnson, Operational Change Manager at Virgin Atlantic. They reveal how Virgin Atlantic is leveraging AI to revolutionize customer and employee experiences. They also share remarkable outcomes such as a 25-point improvement in customer satisfaction and a 12-point increase in employee happiness within just a year. We explore how AI is used to create smarter, more cohesive experiences, including the implementation of predictive routing, voice segmentation bots, and bot flows. Louise and Michael explain how these technologies have transformed Virgin Atlantic's customer journey, particularly for transatlantic routes,